Interview with Janne Ohtonen on Customer Experience Strategies
Think about the most memorable thing you have done this week and what made it so.
It doesn’t take you long to remember that moment, does it?
3 Principles to Ensure Great Customer Experiences
There are three key principlesin turning mediocre customer experiences into
remarkable ones.
Mobile BI Design Framework: Performance with a User Focus
When we discuss performance in mobile business intelligence (BI), we often talk about two components: response time and availability. I discussed the response time in detail in a previous blog. Today, I want to expand on availability.
Availability is sometimes referred to as “up time,” but it goes beyond that. We need to manage performance with a user focus to make sure our priorities support business execution, not hinder it.
Managing performance of any technical solution is a tricky business and mobile BI is no different. We primarily deal with two elements: What we can manage and what may be out of our control. To use a tennis analogy, we should always focus our energy on the former to make sure we can eliminate unforced errors.
Mobile BI Design Framework: The Art of Support
When it comes to supporting mobile business intelligence (BI) implementations, what we do after we go live is as critical as what we do before. Technology support is art as much as it is science. If you add to the mix global deployments, remote access, language and cultural barriers, we face a daunting task especially when supported by virtual teams without on-site personnel. Two key elements should guide your approach: quickly identify the root cause for immediate relief and put in place safeguards to prevent future occurrences.
The Fan Experience Matters: Data Is a Strategic Asset
Fan insight is the Holy Grail of fan experience. Sports and entertainment organizations invest a lot of time and resources to better understand who their fans are, what they like and don’t like. Data is a key ingredient for gaining better and deeper fan insight. So it plays a critical role regardless of the sport, event or the size of the organization. Analyzing fan insight is like solving a jigsaw puzzle. Individual pieces (data sources or systems) in “disconnected” states won’t tell the whole story.
Branding Isn’t About Being Cool On Social Media
I’m deeply cynical about most brands — and the odds are that you are, too…
The No. 1 Enemy of Customer Experience Transformation
Unless you recognize and address the no. 1 enemy head-on, your transformation will result in lukewarm impact and reduce the appetite for more.
What Taylor Swift Doesn’t Know She Knows About Customer Experience
Taylor Swift is likely not your first choice customer experience guru. However, that doesn’t mean she can’t teach you a thing or two.
My Best Buy Journey: The Six Stages of an Awkward Customer Experience
It never ceases to amaze me how retailers continually struggle with the concept of customer experience.
My customer experience blunder award for this past holiday season goes to Best Buy for providing a single experience that demonstrated the worst AND best of retailer customer experiences.
Are You Sitting at the Kids’ Table?
Remember those family events where the adults sit at one table and discuss grownup subjects, while the kids sit at another table chatting about entirely different things? This is natural. What interests kids and adults are poles apart and, as anyone with teenage kids knows well, the two groups speak a different language. Attempts to get the two groups to share a conversation often fail.