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Rescooped by Mike Donahue from New Customer - Passenger Experience
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What Motivates Your Customers?

What Motivates Your Customers? | UX & Web Design | Scoop.it
Here's what two New York City bagel shops sitting 200 feet apart can teach you about customer loyalty.

Via Eric_Determined / Eric Silverstein
Mike Donahue's insight:
A good article that shows how easy it is to be wrong about why people are choosing your brand, and how that can leave you wondering how you lost your customers.
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Eric_Determined / Eric Silverstein's curator insight, April 15, 2:54 AM

"Ask any entrepreneur and they'll probably tell you it’s getting harder to forge meaningful relationships with customers, as choices for just about everything multiply. That makes the little anomalies—products that elicit real emotions—really important.

 

People think they want choices. They don't. Choices increase anxiety, do you agree?

 

Your customer’s current process will be unique. Understanding it and building a product that works hand in hand with what they do already is crucial.

 

Then, you want to frame the conversation in a way that allows your customers to easily opt into whatever you’re building. Help them skip to the bottom of that funnel they want no part of going through."

 

Brian, does this mean you will recommend for Stemless to work with Black Seed for easy pickup at their favorite coffee and bagel place... :)

Rescooped by Mike Donahue from New Customer - Passenger Experience
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The New Science behind #Customer #Loyalty

The New Science behind #Customer #Loyalty | UX & Web 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

Via Eric_Determined / Eric Silverstein
Mike Donahue's insight:

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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Jean-Claude CARO's curator insight, February 18, 2015 7:30 AM

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

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. 

Rescooped by Mike Donahue from UXploration
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Design for Delight - The Innovation Catalysts

Design for Delight - The Innovation Catalysts | UX & Web Design | Scoop.it
Going beyond customer expectations in delivering ease and benefit, evoking positive emotion throughout the customer journey…

Via Mario K. Sakata
Mike Donahue's insight:

I like the idea of designing for delight and even better I like that the deck includes the tools to accomplish the goal.

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Business Value Coach's curator insight, September 11, 2013 5:50 AM

Verder gaan dan wat de klant normaal gesproken zou verwachten, daar zit de kracht van Klantbeleving! Door de klant gemak en waarde te leveren, creëert men tijdens de klantenreis doelbewust positieve emoties, die resulteren in herhaalaankopen en oprechte aanbevelingen. Succes verzekerd!

Terry Patterson's curator insight, September 11, 2013 10:40 AM

"Design for delight" - one of the most powerful strategic guides for the product and service design world based on pragmatic design thinking principlest that can be adapted to your process quite easily. This deck has been most "delightful" to read. 

Mario K. Sakata's comment, September 13, 2013 2:14 AM
Spoken at UX Strat.
Rescooped by Mike Donahue from UXploration
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Strategy versus Design Thinking

Strategy versus Design Thinking | UX & Web Design | Scoop.it
Underthinking is as just bad as Overthinking

Via Mario K. Sakata
Mike Donahue's insight:

The one key take away here the need for "strategic action." Well thought out article that looks at the strengths and weaknesses of both strategic vs design thinking and how to leverage the best of both. It's not a true this vs that article which I usually hate. It recommends when to use one or the other as well as ideas to combine aspects of each for maximum effect.

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Rescooped by Mike Donahue from New Customer - Passenger Experience
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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…;

Via Eric_Determined / Eric Silverstein
Mike Donahue's insight:

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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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/