Expertiential Design
40.3K views | +16 today
Follow
Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
Your new post is loading...
Your new post is loading...
Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

It's not B2B vs B2C, it's Personal!

It's not B2B vs B2C, it's Personal! | Expertiential Design | Scoop.it
It's not B2B vs B2C, It's Personal One of the most confusing distinctions created in the business world is the one betwee

Via Eric_Determined / Eric Silverstein
more...
Walter Gassenferth's curator insight, October 15, 2016 4:58 AM

Lucid post, presenting interesting trend. For those who speak Portuguese or Spanish and are interested in business management, please visit http://www.quanticaconsultoria.com

Ron McIntyre's curator insight, October 15, 2016 7:46 AM

Interesting,  It has always been personal regardless of what label it has on it.

ShriShail Tech.'s comment, November 3, 2016 9:39 AM
If looking for Online Marketing expert Branding, Leads, Sales Revenue & Social Media Consulting Services. For any query email us today at info@shrishail.com
Rescooped by Michael Allenberg from UXploration
Scoop.it!

Empathy Mapping for Better Digital Experiences

Empathy Mapping for Better Digital Experiences | Expertiential Design | Scoop.it
“When people talk, listen completely. Most people never listen.” ― Ernest Hemingway Here’s a hard question: How do you listen to your users and infuse that empathy into your daily work? After all, empathy is one of those fuzzy words

Via Mario K. Sakata
more...
No comment yet.
Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

Customer Experience Design: 3 essential skills

Customer Experience Design: 3 essential skills | Expertiential Design | Scoop.it
  One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’. To become a Certified Customer Experience Professional (CCXP), you would need to have knowledge of the following: Design thinking and customer co-creation approaches Process improvement methodologies …

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, October 29, 2015 12:50 AM

3 essential #CX design skills:


Empathy:

 

In the design process empathy is the ability of taking the perspective of the customer and feeling with them as they experience services.

 

Insight:

 

Arriving at insights is a creative process that combines empathic observations (I saw this) with the experience (I know this) of the designers.

 

Prototyping:

 

Prototypes are visualised service proposals that make their value concrete in a form or another.


Apple stores are a perfect example. Which other brands are capitalizing on customer experience design recently?

Darcy Bevelacqua's curator insight, October 29, 2015 11:19 AM

Customer Experience is really understanding things from your customer's point of view. Not only what they do, but why they do it. understanding requires empathy, insights ( knowing why and why not and what else), and prototyping. The prototyping lets you confirm that what you think you are fixing is actually what the customer wanted and doesn't reflect how the organization thinks the customer would want things to be done. 

Rescooped by Michael Allenberg from UXploration
Scoop.it!

A Process for Empathetic Product Design

A Process for Empathetic Product Design | Expertiential Design | Scoop.it
It focuses on people rather than technology.

Via Mario K. Sakata
more...
Romain MAZUIR's curator insight, May 16, 2015 5:26 AM

A Process for Empathetic Product Design #H2MWP

Rescooped by Michael Allenberg from Designing service
Scoop.it!

10 Things User Experience Design Taught Me About Life

10 Things User Experience Design Taught Me About Life | Expertiential Design | Scoop.it
Empathy goes a long way. What motivators, challenges or pressures are the people around you experiencing? Nothing is done in a vacuum. Stay aware of how your actions might impact others. Before anything else, define what success is to you.

Via Thomas Menk, Fred Zimny
more...
No comment yet.
Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

Forrester 3 E's of Customer Experience

Forrester 3 E's of Customer Experience | Expertiential Design | Scoop.it

Emotions play an important role to the overall customer experience. Have you ever created an empathy map?


Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, July 24, 2016 5:44 PM

Forrester's 3 E's:

 

1. Emotion

2. Effectiveness

3. Ease

 

How are you elevating the emotional connection between your brand and your customers?

Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

Get Personal, It's Business!

Get Personal, It's Business! | Expertiential Design | Scoop.it
There is an old saying that goes, “It’s not personal; it’s just business.” This statement is complete rubbish. I think business is personal, especially when you are trying to build a relationship with

Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

more...
Samuel Pavin's curator insight, March 10, 2016 1:23 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

ismokuhanen's curator insight, March 22, 2016 7:57 PM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Antonio Ormachea's curator insight, March 28, 2016 11:03 AM

“If people like you they’ll listen to you, but if they trust you they’ll do business with you.” - Zig Ziglar, author and renowned speaker

 

Colin Shaw says it well too: "Business is personal, especially when you are trying to build a relationship with your customers"

 

Being likable requires authenticity, therefore be genuine.

Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

3 Ways Empathy leads to a Killer Strategy

3 Ways Empathy leads to a Killer Strategy | Expertiential Design | Scoop.it
I'm sure by now you've heard about Facebook CEO Mark Zuckerberg's announcement that the company is creating a dislike button, or something similar. Sure, I'm curious to know what it's going to look like, whether people will use it and how.

Via Eric_Determined / Eric Silverstein
more...
Eric_Determined / Eric Silverstein's curator insight, December 7, 2015 10:24 PM

"Feeling what your audience feels is the ultimate insight" - @waltbarron

 

1. Kill the persona, embrace the person

2. Study them. Then be them

3. Be vulnerable


A great example is @undercover_cbs #undercoverboss show to see the above in action.

Rescooped by Michael Allenberg from New Customer - Passenger Experience
Scoop.it!

How Successful Companies Create Emotional Intelligence

How Successful Companies Create Emotional Intelligence | Expertiential Design | Scoop.it
Studies have shown that the most successful businesses are those who utilize emotional intelligence as part of their business practices.

Via Eric_Determined / Eric Silverstein
more...
Emilia Moreno's curator insight, October 22, 2015 2:15 PM

La inteligencia emocional es esencial para trabajar en equipo y poder realizar cualquier proyecto

AZI Lydia's curator insight, October 23, 2015 5:44 AM

Cultures ands great feeling of Id in companies are the key of a good regulation integrations and control of situation with great contacts with the others...

Mathias meloen's curator insight, November 5, 2015 6:50 AM

IQ is not enough EQ is necessary to succed

Rescooped by Michael Allenberg from UXploration
Scoop.it!

Google's Guide To Designing With Empathy

Google's Guide To Designing With Empathy | Expertiential Design | Scoop.it
Designers can reach over 1 billion people just by keeping accessibility in mind, says Google's Astrid Weber and Jen Devins.

Via Mario K. Sakata
more...
Suzi Shapiro's curator insight, June 20, 2015 3:41 PM

Disability can be permanent or temporary.

Make sure that as many people as possible can make use of your designs!

Rescooped by Michael Allenberg from UXploration
Scoop.it!

Empathy And Technology − The Relationship That Makes Good Design Better

Empathy And Technology − The Relationship That Makes Good Design Better | Expertiential Design | Scoop.it
Empathy is the ability to understand and share the feelings of end users, resulting in breakthroughs in experience design and enhanced user interface design

Via Mario K. Sakata
more...
No comment yet.