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.
Customers AREN’T Equal; Why Treat Them Like They Are??
Not all the customers treat your business equally; therefore you need to focus on listening to voice of those customers that are the most valuable for your business.
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.
Mobile BI Design Framework: Consistency Principle
In mobile business intelligence (BI) design, the “consistency principle” is the most powerful tool to effectively deliver a mobile user experience. Developing components that are both consistent and repeatable greatly accelerates the “mobile learning curve,” leading to higher user adoption.
We apply the consistency principle at two levels:
The macro level occurs at-the-project or engagement level and covers all resources or artifacts that are used to deliver and support implementation of mobile assets (like user guides, communication, online stores, and support).
The micro level deals with the design of each individual mobile BI asset (like a report or dashboard).
Here are three key design fundamentals of the consistency principle.
The Fan Experience Matters: Analyzing the Formula
Winning is the only measurement that counts most in sports, but what if your team does not win the championship? That is a guaranteed outcome for all but one team in each league every season.
Some teams suffer from decade-long droughts. In the absence of a championship, fan experience is the ultimate measure of success.
No magic prescription can prevent all losses or disappointments, but the basic formula to deliver a world-class fan experience almost always starts with decisions born out of data.
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.
Employee Engagement – Don’t Make the Wrong Assumptions
So you selected a vendor and conducted an employee engagement study. You even compared the results to the global benchmark and presented the findings to your CEO and his team.
They were all concerned and reiterated the importance of this program and how critical the well-being of employees is to the future of the organization.
The data was shared with all managers, and guidelines as to how to address the gaps were distributed promptly.
And here you are a year later and nothing changed. Nothing significant, at least. Your CEO is not happy and you are about to venture down the same road again.
Well, stop for a moment.
Ask yourself, what went wrong the first time? Even your employee engagement survey company confirmed you were doing all the right things, so why didn’t the needle move?
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.
Three Effective Ways to Create a Cynical Culture
In organizations, cynicism arises amid negligence, and it only takes one cynical employee to ensure cynicism will spread into the hearts and minds of everyone else. Unlike other corporate initiatives, cynicism does not require sponsorship from top executives. Nor does it require consensus and acceptance by all. All it takes are a few woeful leaders…
The Future of Shopping
But one thing that is certain is that no matter which scenario comes to dominate the retail space, change is on the way, and you are going to have to get closer to your customer. You are going to have to know more about them, their changing buying and channel habits, and the type of shopping experience they prefer. Customer analytics will come to drive your business strategy in recognition of the fact that it has always been the consumer that ultimately decides whether that business strategy is a success or a failure.