Expertiential Design
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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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Rescooped by Michael Allenberg from New Customer - Passenger Experience
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Customer Experience for the Future: Context is King!

Customer Experience for the Future: Context is King! | Expertiential Design | Scoop.it
Every job exists thanks to customer funding. As Peter Drucker said, “The customer is the foundation of a business, and keeps it in existence.” And as Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the customer or serve someone who does.”  But how many …

Via Eric_Determined / Eric Silverstein
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Eric_Determined / Eric Silverstein's curator insight, July 11, 2015 5:12 PM

If Content is King, Context is GOD - @Garyvee

 

As Dr. Deming said, “What everyone in a company does can be reduced to one of two functions: to serve the #customer or serve someone who does.”  But how many employees in your organization see their job this way? And how many managerial decisions respect these truths?

 

See the difference below:

 

1. “Every company needs an accounts receivable function, so my job is to receive payment as early and often as possible so our books look good.”

2. “As a corporate lawyer, my job is to protect the company from risks.”

3. “On the manufacturing line, my job is to produce product according to our deadlines.”

4. “In engineering, my job is to design products better and faster than our competitors do.”

5. “In marketing/sales/service, my job is to maximize revenue before month-end, every month.”

6. “In customer experience management, my job is to maximize our index (e.g. #NPS) scores.”

 

Breakdown the silos, Think of the synergies possible by creating a common rallying point for every job: we do our work so that customers will choose our company for their next purchases. If so, the new logic will be:


1. “Every customer needs to pay for what they buy, so my job in accounts receivable is to make that process as easy and nice as possible, helping customers want to pay our company.”

2. “As a corporate lawyer, my job is to help the company operate as smoothly as possible for customers’ long-term well-being.”

3. “On the manufacturing line, my job is to produce product that meets customers’ standards of quality and timeliness.”

4. “In engineering, my job is to design products that help customers achieve their goals through us better than through any other source.”

5. “In marketing/sales/service, my job is to sync my processes and communications to maximize customers’ inclination to buy more, and more often, from us.”

6. “In customer experience management, my job is to guide the company in preventing hassles for customers and in maximizing value to customers.”

Donn DeBoard's curator insight, July 13, 2015 10:17 PM

Great insights! Serving your customer by making every interaction and touch point easy and simple is key to building good relationships.

Rescooped by Michael Allenberg from User experience X.0
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How Google May Re-Rank Search Results Based the Context of What You Click

How Google May Re-Rank Search Results Based the Context of What You Click | Expertiential Design | Scoop.it
A Google patent shows how Google may re-rank search results based upon the search context of what you click upon in search results.

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