Customer Experience
Usefulness is one of the three core principles of great customer experience design. Customers spend money to get something done, so your ... READ MORE »
Customer Experience
Enjoyability is the third pillar of great customer experience design, after usefulness and easiness. Beyond being functional and ... READ MORE »
Customer Experience
Building a customer experience culture is hard because resistance to change is both organizational and deeply personal. Almost no company ... READ MORE »
Customer Experience
Customer experience is the most effective way to sell service design to organizations that fear 'design' or don't understand 'service.' ... READ MORE »
Customer Experience
Service design and customer experience are natural partners, not rivals. Both aim to create effective, easy, and enjoyable experiences and ... READ MORE »
Customer Experience
Real human connection in customer experience starts with empathy, not better processes. Kerry Bodine reflects on how we instinctively split ... READ MORE »
Aligning your brand and customer experience means making sure every interaction delivers on the promises your marketing makes. Your brand ... READ MORE »
Customer Experience
Brand, marketing, and customer experience are often disconnected: the people who make promises to customers don't talk to the people who ... READ MORE »
Customer Experience
Your brand isn't separate from your customer experience, and neither can be separated from your corporate culture. Kerry Bodine argues that ... READ MORE »
Customer Experience
Your brand and customer experience are inseparable: what your brand really stands for isn't decided by your marketing team or your 'About ... READ MORE »
