5 Tips to Make Journey Mapping Work for Your Business
Did you ever discover something crazy that your customer was doing with your solution? Something that undermined the very value you were delivering? I built a concierge-level virtual conference service that was designed to be “always-on”. For our customers, this meant that whenever they wanted to use it, day or night, it would be available […]
Exploring Customer Job-to-be-Done
Kim, Jack and Celia were planning their customer deep-dive workshop scheduled for this Friday. They would spend the morning learning how to interview and observe customers, and then at lunch, conduct a few interviews to put their new skills in practice. “What will we do with the information we collect?” asked Jack. “How do we […]
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 […]