Taking Flight With Big Data – How’s Your Trip?

It doesn’t take a genius to know the importance of information. That said, a genius did weigh in on the issue. Albert Einstein once said, “Intelligence is not the ability to store information, but to know where to find it.” Far be it for me...

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 service. Rather than relying on traditional industry consulting partners with traditional customer...

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 industry!...

Iterative and Future Backward Customer Experience Design {Infographic}

Let's focus on the importance of both iterative and future backward customer experience design. SaveSave SaveSave

How are you Crafting Improved and Transformative Customer Experiences?

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 4thand final installment the series, so if you have missed...

Validate, Educate, and Activate the Customer Journey Map {Infographic}

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 persona-based journey map, you must...

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 and persona-based journey mapping in prior posts, I...

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.

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 thoughts on the importance...

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 referrals.

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 listening/understanding, effective change management, and productive use of customer-focused metrics. I am...

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article