Customer Experience Management in 2013: Three perspectives on a maturing discipline
Five years after starting this blog I have recently spent some time thinking…
Archive for category: Customer Experience
A closer look at Apple’s Pricing Strategy
Apple is doing a lot of things right. Design, Supply Chain, Retail. Ryan…
The Google Project Glass Style Problem
Desireability is a key characteristics of successful products – it’s not enough…
Customer-Centric Innovation with Storyboarding: The AirBnB Way
Storyboards are known from the world of movies and are only rarely connected…
The Traits of Great Customer Experience Leaders
Are leaders and managers who are working in the customer experience domain different…
The Encyclopedia of Human-Computer Interaction: Disruptive Innovation
“Knowledge wants to be Free” – this is the fundamental idea behind the Encyclopedia…
The Zero Moment of Truth: A Free Ebook by Google
Moments of truth make or break a customer’s experience. These critical moments…
The upside of the financial crisis: The emergence of banking innovations
The financial crisis has at the end of 2011 become a global concern again and…
Latest Innovations for Tracking Retail Shoppers
Tracking consumers online has already become a standard practice and with the…
The customer experience in Apple retail stores
Ron Johnson, former senior VP for retail at Apple and CEO of J.C.Penney, has…
Customer Journeys: An Introduction
A definition of Customer Journeys
Customer Journeys are an essential…
How Google and Facebook might lose their edge by selling out their users
I am not a big fan of doom saying and predicting the demise of two of the…
How Organizational Silos created an User Experience Deadlock at Microsoft
Microsoft gets a lot of heat for the purported lack of quality, usability and…
Celebrating Customer Experience: Apple Retail 10th Anniversary Poster
Apple recently celebrated the 10th anniversary of opening its first retail…
Share-Engage-Connect: Impressions from the 3rd Customer Experience Forum in Berne, Switzerland
Share-Engage-Connect: This is the vision of the Customer Experience Forum, a conference that is organized twice a year by Zurich based Customer Experience Consultancy Stimmt AG and Swisscom, Switzerlands No. 1 telecommunication company. The idea behind this event is simple: an exclusive conference for customer experience pioneers to share knowledge, engage in discussions and connect with each other to further develop their knowledge about customer experience management and design thinking.
Three Patterns to Manage Customer Experience in an Organization
One of the major questions when companies start to follow a customer experience…
Invitation to participate in the Customer Experience Forum in Bern, Switzerland
The idea of customer experience management is gaining momentum in Switzerland…
Customer Experience Labs: Reflections on 2009 and an outlook on 2010
The New Year is still young I would like to use this post to reflect on the…
The Struggle between Short-Term Profits and Remarkable Customer Experiences
If you are working at the interface with customers you have probably been…
Are you still serving your customers or do you already “Wow” them? The Elements of Wow Experiences
26 Aug 2009
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The Difference Between Staged And Real Customer Experiences
Have you ever wondered why GMs top-management never understood why their…
Strategien zur Gestaltung des Kundenerlebnisses: Die Ritz-Carlton Philosophie vs. die IKEA Philosophie
This is the German translation of the article “Customer…
The one thing you need to know about creating a remarkable retail shopping experience
Every retailer has at some point thought about the design of his retail stores…
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