The Apple-ization of Retail
Ten years ago Apple decided to re-enter retail. Industry pundits said it couldn’t be done and predicted the demise of the effort-even the company. Apple never retailed its products. Not content to do...
View ArticleFueling the Promise-Making Machine: Considerations to Ensure Your Brand Delivers
It’s not easy to reform the experiences of mutli-national giants like McDonald’s, IBM, and Air Canada (to name a few), but experience design veteran and visionary Mike Wittenstein has. With almost 2...
View ArticleBest Customer Experience Strategy-Keep Your Promise
As children, one of the first things we are specifically instructed not to do is lie. Maybe this is why our experiences with brands that overstate their promise is more memorable than those experiences...
View ArticleRetail Wins With Customer Experience
The retail industry has been fighting a multi-pronged battle in recent years. With a less than vigorous economy and the accelerated use of technology in purchasing and social media by consumers,...
View Article5 Steps To A Better Customer Experience
Every brand is already offering their customers an experience through the things they do for their customer, to their customer and the resulting feelings of the customer from those actions. It is a...
View ArticleHow To Create More Profit For Your Business
It’s probably not what you are thinking. It is not about sales cycles or data or slick marketing. When you start thinking about how to create more profit for your business your mind probably goes...
View ArticleWhat Do Your Customers Really Want?
The customer experience revolves around meeting the customer’s needs. You can make huge strides and positively impact your overall business, by focusing on what your customers really, really want....
View ArticleNew Direction For Retail Means Better Experience For Customers
It’s certainly no secret that retailing trends are shaped by how consumers behave in the marketplace. The rise in online and mobile purchasing by consumers has only reinforced the fact that better...
View ArticleExperience Design Is For The Big And The Small
Good customer experience design is not just for big corporations and it is not out of reach for small businesses. In fact, good experience design should be a part of every business whether you are B2C,...
View ArticleIs There A Strategy For Customer Loyalty?
We often think of customer loyalty as something that the customer does or is responsible for to the business. But, real loyalty begins when the business is faithful to the commitments it makes to the...
View ArticlePart Three: How to Use Experience Design For Successful Events
Planning a multi-speaker event can be a daunting task and especially if the task is outside of your normal role. But approaching the event planning process with an experience design strategy can be the...
View ArticleCustomer History + Anticipation
I’d like to make an addition to the conversation for those revitalizing IVR systems or who are setting them up for the first time. Ashley Verrill, call center software reviewer for Software Advice,...
View ArticleMy WBR Experience – Part II: A Live Look at a B2B Customer Experience That’s...
B2B customer experience is as much about what you do as what you say. Whether designing or dissecting experiences, I typically apply a five-stage pattern based on the buyer’s experience to organize...
View ArticleAPRO 2014 National Conference and Trade Show
Mike Wittenstein, service design and customer experience expert, takes the stage as keynote speaker at APRO’s National Conference and Trade Show later this month. Rent-to-own dealers gathering in...
View ArticleStore Of the Future Moves Ideas to Implementation Continually
A Store of the Future Initiative allows you to design new spaces, try new technology that attract customers and smooth operational efficiency, all while experimenting with new directions for your...
View ArticleTHE 2015 CUSTOMER EXPERIENCE OUTLOOK
I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I...
View ArticleIntelligent Experiences: Where CX Meets Tech
From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies...
View ArticleMagic Mirror Reflects Major Innovation for the Connected Consumer
{:en}As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service Ebay’s new retail store (an...
View ArticleRetailers Who Create Value For Customers – WIN!
(image courtesy of info.comm-works.com) Last week’s blog covered the first of two themes that emerged for me at the National Retail Federation’s Big Show in New York. “Retailers are acting on the...
View ArticleOne More Day With CXPA
The National CXPA Organization is working hard to put together another stellar Insight Exchange this year in the ATL. Those of us who live in the area have jumped into the mix and are adding some fun...
View Article
More Pages to Explore .....