Thinking Ahead.

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}

Your Keys to Outstanding Experience Design

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. That said, there are certain sectors where my team and I have spent a lot of time – not least of which are automotive,…

If Only Someone Had Told Me Sooner! {Infographic}

If Only Someone Had Told Me Sooner!

I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career?…

Unique Value, Elasticity, and Branded Customer Experience [Infographic]

Branded Customer Experience Delivery

Long before the iPod, iPad, and iPhone, there was an “I” brand from my youth that had a strong and unique brand image. With its narrow restaurant layout, high pitched distinctively blue roof, and tables adorned with multiple types of syrup. It was…

Catching Great Leadership Skills [Infographic]

Catching Great Leadership Skills

th At a time in history when political leaders often polarize, I’ve been blessed to work with community and business leaders who unite, empower, and transform. A couple of weeks ago I made a point to have dinner with one of those leaders. His name…

So Many Customer Experience Lessons So Little Time [Infographic]