Use Empathy to Guide Your Digital Transformation
As Jack rode his bike home from work that evening, he reflected on the meeting he attended at the end of the day with Kim and Celia. They had gathered to talk about using journey mapping in their innovation project. He had agreed to find a resource to help lead customer interviews and gather the […]
The Customer’s Job-to-be-Done
Your customer has a task they are trying to accomplish. For example, a dad buying a minivan wants to safely deliver his daughters (and all her friends) to their activities and back home again. When that dad comes to your car lot, that is his job-to-be-done. Yet many businesses treat that customer as if he […]
How Exceptional is your Customer Experience?
In 2004 I was the co-founder of a business at Hewlett Packard that crafted a customer experience from the ground up. Granted, I worked with some of the best experience designers in the world – Dreamworks Animation – who taught me a great deal about delivering an exceptional experience. They taught me how every detail […]
Designing Customer Experience
As operations manager, Celia’s responsibilities included customer service and the customer call center. Her customer service department often delivered delightful experiences to their customers, and she loved being in the driver seat. However, when one of her peers from the leadership team mentioned customer experience, they assumed that only her service department was responsible for […]
Should Operations Focus on Customer Pain Points?
Celia had been thinking all afternoon about Jack and Kim’s presentation on customer-centered innovation at the leadership meeting. She was intrigued. Using the customer as the focal point for determining where to invest their innovation dollars seemed like an approach that could help their strategic decision making. How could this approach help her organization? As […]
Customer Experience: Innovate or Die
Jack was in the office early. His mind had worked overtime last night. He had been mulling over the conversation he’d had with Kim, one of his colleagues from the strategy group, about which team entry in the innovation contest to select for investment. He still thought the online customer service idea was the best […]
Why TCE is Different
Creating a total customer experience (TCE) that delivers delight at every touchpoint can differentiate your business from the rest of your competitors. Why? Imagine buying a sandwich from a local café that, though delicious, is delivered in a container that falls apart before you get it back to your office. Or the service people are […]
What is Total Customer Experience (TCE)?
