Expertiential Design
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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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What’s Your Customer Experience Strategy?

What’s Your Customer Experience Strategy? | Expertiential Design | Scoop.it
Image courtesy of AnnaRachel1 What is a customer experience strategy? Have you laid the groundwork for a successful execution? Let’s start by defining “customer experience strategy.”…

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Romain MAZUIR's curator insight, July 6, 4:46 PM

What’s Your Customer Experience Strategy? #H2MWP

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Customer Experience in the Internet of Things

Customer Experience in the Internet of Things | Expertiential Design | Scoop.it

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Olivier Renaudin's curator insight, March 9, 4:44 AM

With every human expected to own some 20 or more connected devices by the year 2020, the Internet of Things (IoT) is a phenomenon brands can’t afford to ignore.

Romain MAZUIR's curator insight, March 9, 4:35 PM

Customer Experience in the Internet of Things #H2MWP

Birgitta Edberg's curator insight, March 29, 3:16 PM

Always easier to understand Customers Experience in infographic.

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CX Journey Mapping Toolkit

CX Journey Mapping Toolkit | Expertiential Design | Scoop.it

On this page, you'll find all of the CX Journey Mapping tools, materials, and guides that we're developing -- everything you need to introduce your teams to this powerful approach for customer-centered action and CX innovation.


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10 Steps to Mapping the Customer Journey

10 Steps to Mapping the Customer Journey | Expertiential Design | Scoop.it

Here are 10 steps to take to building a journey map .


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The Intersection of User Experience, Customer Experience and Corporate Strategy: The Holy Grail for 21st Century Business?

The Intersection of User Experience, Customer Experience and  Corporate Strategy: The Holy Grail for 21st Century Business? | Expertiential Design | Scoop.it

And what better way to do this than bringing together the best of approaches and methodologies that have evolved in the fields of UX and CX (and perhaps others?) and plan a corporate strategy and the associated systems that are truly “customer-focused.” That to me could be the Holy Grail for 21st Century Business and the answer to the question of why customer experience and user experience matter.


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Customer Experience - Creating Value from Day 1

Customer experience drives real value - from acquiring new customers to building loyalty with current ones. To excel, brands need to move beyond excellence at a

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The Truth About Customer Experience

Delivering successful journeys brings about an operational and cultural shift that engages the organization across functions and from top to bottom, generating excitement, innovation, and a focus on continuous improvement. It creates a culture that’s hard to build otherwise, and a true competitive advantage goes to companies that get it right.


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Mapping Expectations of Customer Behavior

Mapping Expectations of Customer Behavior | Expertiential Design | Scoop.it
Understanding Respect for People/Customers Most of us will agree when it comes down to the actual purchase decision, it is seldom the best functioning item that gets purchased.

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The consumer decision journey | McKinsey & Company

The consumer decision journey | McKinsey & Company | Expertiential Design | Scoop.it
Consumers are moving outside the purchasing funnel—changing the
way they research and buy your products. If your marketing hasn’t changed in response, it should. A McKinsey Quarterly article.

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This needs to be at the top of your reading list...

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Mario K. Sakata's curator insight, July 25, 2013 7:53 PM

McKinsey calls it a Customer Decision Journey.

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Improving UX with Customer Journey Maps

Improving UX with Customer Journey Maps | Expertiential Design | Scoop.it
An introduction to customer journey maps, a technique from service design that can be applied to UX of websites.

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Mario K. Sakata's comment, June 26, 2013 11:22 AM
Indeed!
Brad Tollefson's curator insight, July 19, 2014 3:46 PM

Journeys vs Personas?  Journeys....

Heather Quintal's curator insight, October 8, 2014 4:06 PM

We use customer journey maps as an early step to align the team and focus the project on the right areas of the website. We have a great template you can download here: www.aands.com/journeymap

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Improving UX with Customer Journey Maps

Improving UX with Customer Journey Maps | Expertiential Design | Scoop.it
An introduction to customer journey maps, a technique from service design that can be applied to UX of websites.

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Mario K. Sakata's comment, June 26, 2013 11:22 AM
Indeed!
Brad Tollefson's curator insight, July 19, 2014 3:46 PM

Journeys vs Personas?  Journeys....

Heather Quintal's curator insight, October 8, 2014 4:06 PM

We use customer journey maps as an early step to align the team and focus the project on the right areas of the website. We have a great template you can download here: www.aands.com/journeymap

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Designing The Business Experience

1Our industry loves great design detail. Websites. Apps. Nuances. Dazzling our audience.Great functional works of art. But what about our client experience?

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Megan Wilson's comment, April 4, 2013 8:58 AM
enjoyed this presentation, thanks for scooping!
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Customer Experience: Is It The Chicken or Egg? - Forbes

Customer Experience: Is It The Chicken or Egg? - Forbes | Expertiential Design | Scoop.it
Customer Experience is a movement. In many ways it reminds me of the rise of the Quality movement in the 1950s spearheaded by Deming. I just wish people would stop attaching ‘management’ to the end of ‘customer experience’.

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Wally Brill's curator insight, February 16, 2013 11:41 AM

Really reinforces the argument for Customer Experience.

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The Customer Experience Portfolio

The Customer Experience Portfolio | Expertiential Design | Scoop.it
By Jennifer Rice Who are your priority customers and how do you serve them? Classic brand and customer experience theory says to focus on the “best fit customer” to drive relevance, yet it is rare to find a case where pleasing only one customer type can help achieve your goals. Case [...]

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DIY Experience Map

DIY Experience Map | Expertiential Design | Scoop.it

Experience Maps are a well known and useful UX tool, but the truth is that when it’s time to get one’s hands dirty aren’t easy to solve. The options are too many and the models so varied that making the right decisions can be really complicated, if you aren’t experienced enough in the end the best case scenario will result in an irrelevant Experience Map, and in the worst case with nothing…


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Transforming Customer Experience: From Moments to Journeys

Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand…

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The Customer Knowledge Map

The Customer Knowledge Map | Expertiential Design | Scoop.it
This is not a Marketing Funnel We are in love with our mapping processes from Value Stream Mapping, Process Mapping and Customer Journey Mapping.

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User Experience In Customer Relationship Management Strategy Planning

User Experience In Customer Relationship Management Strategy Planning | Expertiential Design | Scoop.it
Guidelines on how to overcome User Experience (UX) and Customer Experience (CX) challenges that hinder Customer Relationship Management Strategy planning

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The importance of customer experience in a multichannel world

The importance of customer experience in a multichannel world | Expertiential Design | Scoop.it
In order to succeed in a multichannel world dominated by a handful of major businesses and online market places, retailers need to work hard to differentiate themselves from the competition.

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Mapping Expectations of Customer Behavior

Mapping Expectations of Customer Behavior | Expertiential Design | Scoop.it
Understanding Respect for People/Customers Most of us will agree when it comes down to the actual purchase decision, it is seldom the best functioning item that gets purchased.

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Is Mobile Customer Experience Harder?

Is Mobile Customer Experience Harder? | Expertiential Design | Scoop.it

40% of ecommerce executives believe it’s harder to deliver a positive customer experience on mobile than online.


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Jean Schiller's curator insight, August 3, 2013 10:16 AM

Great article.  As it says, the key thing is to know *your* customers.  For some sites, customers are not visiting on the go.  Research is now showing that a large proportion of mobile users visit sites while at home, often while watching TV.

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New Research: You're Doing Customer Experience Innovation Wrong

New Research: You're Doing Customer Experience Innovation Wrong | Expertiential Design | Scoop.it
Companies are striving for market differentiation but aren't getting results. Here's why.

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Improving UX with Customer Journey Maps

Improving UX with Customer Journey Maps | Expertiential Design | Scoop.it
An introduction to customer journey maps, a technique from service design that can be applied to UX of websites.

Via Mario K. Sakata
more...
Mario K. Sakata's comment, June 26, 2013 11:22 AM
Indeed!
Brad Tollefson's curator insight, July 19, 2014 3:46 PM

Journeys vs Personas?  Journeys....

Heather Quintal's curator insight, October 8, 2014 4:06 PM

We use customer journey maps as an early step to align the team and focus the project on the right areas of the website. We have a great template you can download here: www.aands.com/journeymap

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Customer journey analytics and Big Data

Customer journey analytics and Big Data | Expertiential Design | Scoop.it

Understanding and addressing customer journeys creates real value, more so than fixing performance of touchpoints.


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Customer Experience Journey Map - the Top 10 Requirements - Heart of the Customer

Customer Experience Journey Map - the Top 10 Requirements - Heart of the Customer | Expertiential Design | Scoop.it
A great customer experience journey map includes your customer's perspective, segments, customer goals, emotions, touch points, and your brand promise.

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Michael Allenberg's insight:

User Experience = Customer Experience

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Mario K. Sakata's curator insight, March 11, 2013 6:28 PM

There's no standard.