Thinking Ahead.

The Secret Sauce to Customer Experience is a Blend of Four Ingredients

Recently, a new client of mine said, “Just like everyone else I want to differentiate my business through the customer experiences I provide, but quite frankly I’ve tried a lot of things and am not seeing any sustained improvement.” Rather than…

Customer Experience Research {Infographic}

I was fortunate to be an early adopter of Salesforce’s customer success solutions. It’s not my nature to be the first in the water when it comes to technology, but I was eager to shift from a clunky and expensive CRM to the Salesforce cloud. Through…

Customer Experience Research

I’m on deadline for a new book and have been looking back at a variety of recent customer experience research studies as part of my writing. As a result of that process, I realized that I haven’t posted many of the sources and findings that I rely…

How to Rebuild Trust Among Dissatisfied Customers {Guest Post}

Customers’ experience cogently affects a brand’s reputation in the market. According to Vision Critical, 80% of customers won’t buy from companies with negative reviews. This means that a mutually satisfactory relationship with customers is a vital…

Getting Lift with Wearables and IoT {Infographic}

Let's focus on the role that the Internet of Things (IoT) and wearables are playing in the evolving traveler experience at Cincinnati/Northern Kentucky International Airport (CVG). Let's focus on the role that the Internet of Things (IoT) and…

Up, Up, and Away – Getting Lift with Wearables and IoT

rd This is my 3 and final installment in a series about CVG (Cincinnati/Northern Kentucky International Airport). If you missed the first two posts in this series, you can find them here . As you’ll recall to date, we’ve explored how CVG is a bright…

Taking Flight with Big Data | Part 2 of 3 {Infographic}

As you will recall, we are in the 2nd of a 3-part series highlighting, of all things, an airport. (If you missed last week’s post, you can find it here ). That airport is CVG (Cincinnati/Northern Kentucky International Airport), a place where…

Taking Flight With Big Data – How’s Your Trip?

It doesn’t take a genius to know the importance of information. That said, a genius did weigh in on the issue. Albert Einstein once said, “Intelligence is not the ability to store information, but to know where to find it.” Far be it for me to edit…

Lessons from an Unexpected Sector | Part 1 of 3 {Infographic}

Cincinnati/Northern Kentucky International Airport (CVG) has not only improved the traveler experience, but it has pioneered industry breakthroughs. This has been done largely by investing in areas of data collection, time management, and passenger…

Transforming Customer Experience with Partners: The Art of Not Going It Alone

My hunch is you are one of the more than 4 billion people who flew out of an airport last year. Generally maligned as a “necessary evil,” the media has been awash with traveler nightmare stories highlighted by the bloody images of Dr. David Dao as…

Offer Customers Convenience and Reap the Rewards {Guest Post by Shep Hyken}

Easy. Convenient. Simple words, but when put to use as a business strategy, more powerful than you could imagine. If you can find a way to make doing business more convenient for customers, you can disrupt your competition – and maybe even an entire…

Iterative and Future Backward Customer Experience Design {Infographic}

Let's focus on the importance of both iterative and future backward customer experience design. Save Save Save Save Let's focus on the importance of both iterative and future backward customer experience design. Save Save Save Save

How are you Crafting Improved and Transformative Customer Experiences?

th This week we'll focus on crafting improved and transformative customer experiences, but first, thank you to those who have shared that they are finding value in this persona-based journey mapping blog series. This is the 4 and final installment…

Validate, Educate, and Activate the Customer Journey Map {Infographic}

Save Save Assuming you have developed a customer journey map based on a core segment persona, you are likely expecting that this design tool will help you improve the experience you deliver to this customer group. To maximize the effectiveness of a…

Three Keys to Effective Customer Journey Mapping

This the third in what I am planning to be a four-part series on service design, persona-based customer journey mapping, activating customer journey maps, and optimal future experience visioning. Given that we’ve set the framework for service design…

Persona-based Customer Journey Mapping Infographic

Persona-based journey maps serve as a research and design tool to understand the current journey of core customer segments and to find opportunities to make improvements that add value for those groups. Persona-based journey maps serve as a research…

What is Persona-Based Customer Journey Mapping?

Persona-based customer journey mapping helps you understand core customer segments so you can add value to these groups. As promised, this weeks’ blog is a continuation of last week’s post titled Aim Before You Fire . In that post, I shared my…

The Discipline of Service Design {Infographic}

A specific domain of experience design is service design. Let’s look at what's needed to craft service experiences (influenced by people, process, and technology) that will engage customers, increase consumer spend, fuel loyalty, and drive…

Aiming Before You Fire – Patiently Seeking Input to Guide Service Design

Recently I wrote a blog in which I offered my definition of experience design. From my vantage point, experience design is one of the core competencies of human-centric organizations along with human-centric culture, customer…

Outstanding Experience Design {Infographic}