Expertiential Design
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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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Does My Business Really Need A Mobile App?

Does My Business Really Need A Mobile App? | Expertiential Design | Scoop.it
If you already have a mobile-friendly website, is an app a necessity? Contributor Daniel Cristo says you only need one if you don't want to fall behind the competition.

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The New Science behind #Customer #Loyalty

The New Science behind #Customer #Loyalty | Expertiential Design | Scoop.it
The power of Customer Experience and growing competition are driving companies to take a more scientific approach to building customer loyalty.The term Customer Experience is becoming increasingly used to describe all the touch-points, engagements and interventions that your customer has with your people, your products and services, and your brand. Ensuring a consistent and positive experience throughout these will ensure customers are happy to continue spending money with your company rather th

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Callixtus BLACKETT JR's curator insight, February 18, 2015 8:04 AM

We all need to review our customer loyalty strategies and make use of the deluge of data we have at our disposal in order to create a better customer experience that helps us win, serve and retain customers in a more profitable manner.

Darcy Bevelacqua's curator insight, February 19, 2015 4:56 PM

Customer experience is more important. Understanding how to make it easy and efficient is essential to long term growth. It's important to get started now. 

Mike Donahue's curator insight, February 20, 2015 10:53 AM

I like that Forrester factors emotions into their ranking, something NPS does not, making for a more complete measurement and predictor of consumer loyalty.

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The Inevitability of a #Mobile-Only #Customer #Experience

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at: http://www.slideshare.net/Altimeter/webinar…;

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Eric_Determined / Eric Silverstein's curator insight, February 11, 2015 2:06 AM

As @BrianSolis highlights:


"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"


Is your company making the commitment to mobile?

Bharat Employment's curator insight, February 12, 2015 12:18 AM

http://www.bharatemployment.com/

Mike Donahue's curator insight, February 13, 2015 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.

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2015 State of Marketing through Visuals

2015 State of Marketing through Visuals | Expertiential Design | Scoop.it
Whether you are telling a story or sharing important #marketing data, here is a great example how images  convey each point. Heike Young @Salesforce shares key 2015 marketing trends. Which one is y...

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Eric_Determined / Eric Silverstein's curator insight, January 27, 2015 12:36 AM

Heike Young @Salesforce uses clever images to convey their latest report on the state of #Marketing for 2015.


Which one is your favorite GIF?


With companies focused on #Mobile Marketing to drive closer #engagement with their customers, and leverage the power of #social #media, which #brand in your opinion delivers the best #experience on mobile today?

Bharat Employment's curator insight, January 28, 2015 12:04 AM

www.bharatemployment.com

Sue Walsh's curator insight, January 28, 2015 7:03 PM

Makes d=some great points ... and is sure to bring a smile to your face :-)

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2015 An Explosive Year For Visual Content

2015 An Explosive Year For Visual Content | Expertiential Design | Scoop.it
Content is and will be the king; it holds true for any medium – print, radio, TV or social media. One of the trends that we have witnessed in 2014 at Lighthouse Insights (LI) while reviewing social…

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Eric_Determined / Eric Silverstein's curator insight, December 15, 2014 7:27 PM

Top 9 Quotes from Digital executives, which will apply globally!


1. "Good #storytelling in 2015 will be all about what we see"

 

2. "We can expect a shift from pure play brand related content and more emphasis on #engagement, entertainment, infographics

and topical issues. The trick here will be to connect this communication with brand values and identity, creating shareable content."

 

3."Seeing is believing – that is how #content will be created and consumed in 2015 for digital properties."

 

4. Audience would see the magic of Art + Technology + #Gamification + User behavior and in future should expect Biometric data to be added giving users personalized storytelling."

 

5. "The internet was built on text and codes, but 2015 could potentially be the year where users shift to consuming and brands shift to establishing unique & original visual languages on #social #media."

 

6. " #Visual is a trend that’s going to influence how humans communicate in future. I find this ironical, considering man’s first attempt at communication was visual too… remember cave drawings? Who knows what the future holds."

 

7. "What matters most in visual content are things that relate to people’s lives. Emoting expressions on social media in the form of #stickers is going to empower the rest."

 

8. "In 2015, visual content will only become more evident as social media will get increasingly #mobile, with more #Apps for businesses and consumers to use."

 

9. "We have followed a pattern of evolution. It starts being text or information heavy, graduates to minimal visual representation, strikes a balance between the two and finally reaches the “A #picture is worth a thousand words” stage."


How do you see the evolution of visual content?


Which statement above do you like best?

Riyaj Rahmathali's curator insight, December 22, 2014 2:59 AM

Content is and will always be the king...

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Blurring the lines between #Digital & Physical to deliver the best #CustExp!

Blurring the lines between #Digital & Physical to deliver the best #CustExp! | Expertiential Design | Scoop.it
After what most would consider a brutal holiday shopping season last year thanks to a well-publicized data breach, Target is rebounding with a slew of mobile and digital investments aimed at driving foot traffic.

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Eric_Determined / Eric Silverstein's curator insight, December 10, 2014 3:48 AM

With brands such as @Target leveraging #mobile games with in-store experience through unique codes to unlock the next level, it's important for the future of retail to blend digital with physical, do you agree?


I had posted a previous article of successful campaigns from @MarcJacobs & @Nordstrom leveraging their social engagement via @Twitter & @Pinterest to drive results:


http://sco.lt/8p3ds9 "How to Link Social Engagement with Real Business Results"


Share your thoughts.

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The UX of Mobile Settings

The UX of Mobile Settings | Expertiential Design | Scoop.it

This brief analysis covered only the first level of settings a user encounters in their device. We can grasp much of these OS settings experience by observing and comparing their available screen space, the length of the settings list and the ordering of its options.


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Future Of Web Design: End Of Boxes & Borders via @HaikuDeck

Future Of Web Design: End Of Boxes & Borders via @HaikuDeck | Expertiential Design | Scoop.it

Web Design
Cha Cha Changes are ahead for web design. Our social / mobile / connected world is blowing up our wireframes. and that's a good thing.


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Does your #Mobile Strategy match your #Customer behavior?

Does your #Mobile Strategy match your #Customer behavior? | Expertiential Design | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, October 28, 2014 1:57 AM

@Forrester report states that only 59% of marketers understand their customers #mobile usage and attitudes.


What do you attribute to be the cause for this lack of understanding?


Is it the need for more advanced #analytics tools to understand customers’ actions so the experience can be optimized?


You should start with a clear customer journey map, in order to define the different touch points and how your customer engages at each point through his/her journey with your brand.

 

Share a recent positive mobile experience or a negative one.


Looking forward to your stories!

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Best-Designed Mobile Apps via @Quora

Best-Designed Mobile Apps via @Quora | Expertiential Design | Scoop.it

Best Mobile App Design
Mobile apps are great web design teachers. Flat, clean and simple are mobile design trends any web design can benefit from. This excellent Quora thread shares powerful mobile app design best in class. Our favorite Pattern.dk.  


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Think #Customer first, not #Mobile first !?

Think #Customer first, not #Mobile first !? | Expertiential Design | Scoop.it
These were the "5 things everyone needs to know about UX" (as the image is a little grainy)...

1. Data has clues, not answers
2. User Experience starts sooner than you think!
3. Your Design Agency are an enemy of User Experience
4. Responsive Design is not a UX panacea
5. Rip up your roadmap if you want to improve User Experience

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Eric_Determined / Eric Silverstein's curator insight, October 10, 2014 2:24 AM

The @FatFace example is a perfect reminder how important it is for your business to have a clear #customer #journey map, understanding the variety of touch points and how they interact across the journey.


Can you share other mobile sites that can be improved?

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How Responsive Web Design Works [Infographic]

How Responsive Web Design Works [Infographic] | Expertiential Design | Scoop.it
This infographic illustrates what responsive web design is, how it works, and why you should make the switch.

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Martin (Marty) Smith's curator insight, October 4, 2014 1:18 PM

Responsive Web Design 
Here is an email I wrote to a friend this morning about responsive:

NO ONE understands mobile seo btw (lol). Not a huge leap to think that what makes a site responsive could also confuse the spider. Could also HELP the spider since the re-imagining of the information architecture should do things like:


* Move from novels to linked snippets. 
* Rely on tags (tags are about to be HUGE because they create new dimensions into the data). 
* Can open a site's content for social (reduce distance between THEM [customers] and US [site creators / managers]).
* Create clear meta data (goes with connected snippets). 

That last bullet puts stress on current database thinking and tech. With this many windows into the same data a developer must know about how to cononicalize a URL (or the dupe penalties will be crushing). Responsive websites become an evolving puzzle. As new pieces get created they must fit the existing framework or blow the whole thing up. 

That said, I don't see any way BUT thinking mobile first from here on out. In the end that is going to be a good thing for all of us, but transitioning is a bear :). Marty 

 

Tony Guzman's curator insight, October 6, 2014 11:28 AM

This infographic describes what responsive website design is and how to best accomplish it.

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What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map?

What's the Difference: #Customer #Journey Map vs Customer Lifecycle Map? | Expertiential Design | Scoop.it
Are you really mapping the customer journey, or are you just looking at the customer lifecycle? Which one should you be using to improve the customer experience?

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Roberto Nocera's curator insight, September 25, 2014 3:27 AM

it's a great article that explain the difference between the customer journey and the customer experience lifecycle.  #cxm

Tonya McKinney's curator insight, September 26, 2014 7:33 AM

I prefer customer engagement maps....it's not about steps, it's about the quality of interaction.

 

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The New #Brand Building in the Era of #Engagement

The New #Brand Building in the Era of #Engagement | Expertiential Design | Scoop.it
At our core, marketers are storytellers. We love to tell stories that evoke emotion and pull at heartstrings. As I have shared my vision of the next era of marketing, I’ve talked about how marketing is changing. But, in this post let’s start with how it’s not changing when it comes to building a brand. Then, we can turn to how we, as marketers, will need to change to build our brands in the next era of marketing.

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Eric_Determined / Eric Silverstein's curator insight, March 5, 2015 12:52 AM

"Customers are now the keepers of our brand in this new digital world, and we need to build it with them"


What are your thoughts on @Marketo 's question: "Has the rise in digital technology changed the stories marketers tell and the way we tell them?"


My thoughts "The story gets told through the eyes of your customers. What brands need to do is simplify the current tool sets to make it easier for your customers to share their stories while engaging with your brand, then reward their engagement"


The basis for @SNAPCIOUS - inserting a mobile social engagement platform on brands existing mobile apps to enable customers to stay engaged directly with the brand, while rewarding their social share.

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10 #Customer #Experience Quotes To Improve #Engagement

10 #Customer #Experience Quotes To Improve #Engagement | Expertiential Design | Scoop.it
"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." Apple’s mission through the very words of its mastermind Steve Jobs. Some of the most successful companies have one thing in common – they offer an amazing customer experience. If you’re working on improving your strategy, get inspired by these eye-opening customer experience quotes, to help you foster client engagement.What Steve Jobs is teaching us is that the

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Bharat Employment's curator insight, February 12, 2015 11:45 PM

http://www.bharatemployment.com/

sharon lewis's curator insight, February 15, 2015 1:20 PM

Some quotes not before seen, all reinforcing the message of "the customer rules!"

Enjoy

Arielle Monnerot-Dumaine's curator insight, February 16, 2015 12:30 PM

Difficile de choisir ! Et vous ?

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How #Mobile & #Loyalty Programs reward #customer #experience

How #Mobile & #Loyalty Programs reward #customer #experience | Expertiential Design | Scoop.it
Small businesses can now target specific customers, influence their behavior and keep track of the results, while offering better rewards.

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Eric_Determined / Eric Silverstein's curator insight, January 30, 2015 6:07 AM

With every business focused on #mobile #engagement, don't forget the emotional  connection:


“All organisms, in different ways, are drawn to goals,” said Oleg Urminsky, who teaches marketing research at the University of Chicago Booth School of Business. “The closer we are to achieving our goals, the more motivated we are to keep doing something. As mice on a runway get closer to a food pellet, they run faster.” Similarly, he said, “as people get closer to having a completed card, the time between visits gets smaller.”


Being able to reward the engagement while making it easy for your customers to do everything via mobile, that's a good way to build #loyalty with your brand, do you agree?


Which loyalty program do you currently use most via mobile?


Do you prefer doing business with a brand that has a well established loyalty program, or can do without? 

Bharat Employment's curator insight, January 30, 2015 11:18 PM

www.bharatemployment.com

Sadel Ekmeiro's curator insight, February 2, 2015 1:46 PM

Which loyalty program do you currently use most via mobile?

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How to design for thumbs in the Era of Huge Screens

How to design for thumbs in the Era of Huge Screens | Expertiential Design | Scoop.it

Mobile screen sizes on the whole are becoming more similar, and that’s a good thing. But it also means that we can’t just treat screens in the 5.5” range simply as a scaled-up version of a smaller phone. Grips completely change, and with that, your interface might need to do so, as well.


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Gestures & Animations: The Pillars of Mobile Design

Gestures & Animations: The Pillars of Mobile Design | Expertiential Design | Scoop.it

The more you rely on gestures over visible buttons, the greater the possibility for confusion.


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In #CX, you must accelerate, match or outpace the speed of market transformation

In #CX, you must accelerate, match or outpace the speed of market transformation | Expertiential Design | Scoop.it

cellist book from Mr Solis...The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, marketing, and support models.
Social, mobile, and real-time each contribute to a new reality for customer experiences and engagement.


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Michael Allenberg's insight:

Excellent book from Solis... #innovateorDie

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Eric_Determined / Eric Silverstein's curator insight, November 25, 2014 11:31 PM

As @BrianSolis rightfully points out:


"The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. #Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, #marketing, and support models.

#Social, #mobile, and real-time each contribute to a new reality for #customer #experiences and #engagement."


Will your company be ready for the customer of tomorrow?

Darcy Bevelacqua's curator insight, November 26, 2014 4:43 PM

Customers are more connected, informed and empowered than ever. Keeping up with the pace of change is geting more difficult. What are you doing to prepare for tomorrow? 

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Bauhaus Web Design

Bauhaus Web Design | Expertiential Design | Scoop.it

Bauhaus is not only one of the most important design movements in history, but an especially relevant style for Web Designers. Alex and Simone tell you why.

Marty Note
Wow, love this post by SitePoint.com's Web Developer Alex Walker and graphic designer Simone Sala because it both EXPLAINS Bauhaus Design Principles and then applies them with examples to the web. #toogood

The Bauhaus stressed form and function. Removing ornamentation in favor of clarity, ease of use and beauty. Sounds like MOBILE DESIGN to me.

Mobile is so SMALL it forces the right choices. Look how "mobile design" is not impacting web design. Mobile stared trends such as limited color palettes and flat graphics because of limitations (of smart phones), but those limitations can also help FREE up a website and point it more clearly at true north.

True north online is where visitors know what to do and why easily and are so engaged by your content they want to do (what you want them to do) AND they want to share the experience with friends. Mobile's "game console-like" BEING is reshaping marketing (see Marketing's Big Bang Manifesto https://plus.google.com/102639884404823294558/posts/Tf9GNsX35qn ).

Great, helpful post.



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The Rise of the Phablet: Designing for Larger Phones

The Rise of the Phablet: Designing for Larger Phones | Expertiential Design | Scoop.it

“Since Samsung created the large-phone market with their Galaxy Note line, people have called these devices phablets because they fill the size gap between traditional mobile phones and small tablets.” - See more at: http://www.uxmatters.com/mt/archives/2014/11/the-rise-of-the-phablet-designing-for-larger-phones.php#sthash.jlZMuCwd.dpuf


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What is #customer #experience and how do you measure it?

What is #customer #experience and how do you measure it? | Expertiential Design | Scoop.it
Can you even measure it? Taken at face value, customer experience (CX) seems like a rather intangible term, one that you'd think could only be referred to anecdotally.

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Eric_Determined / Eric Silverstein's curator insight, October 21, 2014 3:15 AM

"In measuring #customer #experience, you’re no longer just measuring the impact of key touchpoints in the #journey, you're measuring the actual #relationship between your company and the customer, and this can indeed be an entirely emotion based connection."


Do you agree with the above?

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The Rise of the #Relationship Economy

The Rise of the #Relationship Economy | Expertiential Design | Scoop.it

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Eric_Determined / Eric Silverstein's curator insight, October 15, 2014 8:19 PM

When you focus on a positive #customer #experience across the entire journey, you establish the foundation of building a relationship with your customers, then you consistently deliver on this experience to drive #loyalty


Which brand do you value that nurtures their relationship well?


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Wearables will interact with IoT to create new experiences!

Wearables will interact with IoT to create new experiences! | Expertiential Design | Scoop.it
The Apple Watch release in early 2015 will set the stage for wider enterprise adoption of wearables. Are you ready?

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Eric_Determined / Eric Silverstein's curator insight, October 6, 2014 11:13 PM

JP Gownder @Forrester provides key insight into what we should expect across new #wearables:


1) Access

2) Navigation

3) Payments


Apple should help with greater exposure, but new companies such as @Nymiband and others are looking to carve out a share of the new customer experiences these devices will offer.


Which functionality would you like to have on your future wearable?



Roberto Nocera's curator insight, October 15, 2014 4:26 PM

preparing the next tech wave about wearables.  New frontier for the customer experience #cxm #wearable #customerexperience #iot

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Don’t Down-size the Store. Right-size the Experience!

Don’t Down-size the Store. Right-size the Experience! | Expertiential Design | Scoop.it
Don’t Down-size the Store. Right-size the Experience

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Michael Allenberg's insight:

Great piece merging #ServiceDesign with #ExperienceDesign. #DesignHolistically

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Eric_Determined / Eric Silverstein's curator insight, September 26, 2014 2:34 AM

Doug Stephens shares key insight from a published article earlier in the year.


All deliverables are still very relevant today!


You can see some of them being applied with Macy's latest move:


http://fortune.com/2014/09/24/macys-tech/


What would you like to see changed or improved in your in-store experience?


Smart-fitting rooms equipped with iPads is a great way to relieve stress points for customers, and stores to enhance #customer #experience.