Month: August 2018

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 of immersing yourself in an understanding of the core customer…

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 sure I will be addressing all of those topics in…

Your Keys to Outstanding Experience Design

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. That said, there are certain sectors where my team and I have spent a lot of time –not least of which are automotive, hospitality, financial services, building trades, retail, and restaurants. When it comes to the restaurant sector,…

If Only Someone Had Told Me Sooner!

I recently heard an interview with a very successful colleague who I had the good fortune of working with, in a mastermind group as a young speaker/consultant. My colleague was asked what he wished someone had told him earlier in his career? Realizing I had been there earlier in his career, I wanted to know…

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