Your touchpoints are the network of inter-linked interactions where ‘the rubber hits the road’. They are the moments where the customers’ experience of you occurs and where your business revenues are generated, and potentially occur millions of times every day … Continue reading
I love really bad retail experiences – because they make really good stories. Don’t get me wrong here, for I love brilliant experiences too for the same reason – they also make memorable stories. Here’s a memorable story about Homebase, … Continue reading
(Or fresh thinking around stale design perspectives). Want to consider some new approaches to your customer experience design process? Here are the six that we think merit the most consideration. 1: Use Touchpoint Terrain Maps instead of Customer Journey Maps … Continue reading
What’s the primary aim of your business? Is it delivering shareholder value? Or providing a climate of mutual respect for colleagues? Or is it satisfying your customers? While all are important, the most successful companies will be those which recognise … Continue reading
How do you think the customer experience provided to the United Kingdom’s elite differs between the North and South of the country? I looked at two organisations, Transport for London (TfL) and Scottish Power, and checked out how the online … Continue reading
Amazing customer experiences rarely come from doing one big-thing. This is because great experiences are invariably created through a myriad of smaller, yet delightful details. Prior to seeing a show recently at London’s Royal Festival Hall in the Southbank Centre, … Continue reading
How graphic do you need to be to get someone’s attention? On London’s tube system, you may (surprisingly frequently) hear the announcement of a delay due to a person under a train. To me, this conjures images of mangled body-parts … Continue reading
We only cry emotional tears for two reasons. Either we feel over-joyed, or we feel extremely sadness. What kind of tears will your customers cry this Christmas? The joy: Here’s one amazing example of Canadian airline WestJet providing a Christmas … Continue reading
A lot has happened in the last ten years of customer experience design. Especially as ten years ago customer experience design didn’t exist. Back then, we thought user experience was enough, and before that, we thought user interaction design was … Continue reading
The best experiences always trigger a strong emotional response for the user. The stronger the emotional connection with something – the deeper that memory is created in the mind of the user, and hence the easier recall of it in the future. … Continue reading