Tag: customer experience design

Forbes: la Customer Experience serve per far star bene i clienti, non le aziende!

su da Gian Carlo Mocciin CRM, Customer Service, Customer Experience
 

AICEX: Tanto per evitare incomprensioni, se i Clienti stanno bene quasi certamente stanno bene anche le Aziende di cui sono clienti! : )   

Photo: Shutterstock – Author: Micah Solomon,  Forbes Contributor

A great customer experience is one where customers feel good, even look good, during their time spent doing business. So, it’s important that a business invest in whatever will improve a customer’s feelings and self-esteem.

I was recently reminded of  this customer experience principle in, of all places, the bathroom. To be specific, it came to me while I was standing in front of my bathroom mirror at the gorgeous Old Edwards Inn, a luxury resort in Highlands, NC. (No, this isn’t how I always travel, I’m afraid. I was there for work. But I didn’t enjoy it any less.)

The version of my face that I saw smiling back at me had a healthy glow and an almost halo-lit appearance.  Optimistically, if preposterously, I was tempted to attribute this to my brief time in the North Carolina mountain air.  Whatever the source, looking good was an immediate boost to my spirits, particularly since I was slated to step onstage within the half hour.

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Ecco cosa stanno sbagliando Apple, Google, e Tesla

su da Gian Carlo Mocciin Digital, Design, UX, IoT, Data, Analytics, Social, Media, Mobile
 3067277-poster-p-1-don-norman-gives-tough-love-to-apple-google-and-tesla

But that doesn’t mean Norman isn’t critical of the direction of Silicon Valley’s powerhouse companies often celebrated for merging technology and design. In a casual, stream-of-consciousness conversation with Co.Design, Norman dissected what’s wrong with Apple, Google, Microsoft, and, as a little bonus we pushed for, Tesla.

APPLE—FOCUSED ON AESTHETICS OVER FUNCTIONALITY

In 2015, Norman penned a scathing review of Apple’s design. We asked if he’d seen the company improve since then.

“I think Apple’s products have gotten worse, not better.

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La Customer Journey è arrivata al capolinea?

su da Gian Carlo Mocciin Customer Journey, Digital, Design, UX
The end of the road for customer journey mapping
AICEX: Prima in tanti facevamo survey per poi tenerle nel cassetto. Adesso in tanti facciamo Customer Journey per poi tenerle nel cassetto. Cosa faremo tra qualche tempo per poi tenerlo nel cassetto? 🙂
I’ve just finished reading Altimeter’s excellent ‘2016 State of Digital Transformation’ report (1), and one stat jumped out at me: ‘Only 25% of companies undertaking digital transformations have mapped their customer journeys’. *Sharp intake of breath from the UX and CX purists*, but this sounds like progress to me.

According to John Seely Brown, ‘the half-life of a learned skill is now just five years’ (2). Customer journey mapping has been around for almost 10 years, so is it teetering on obsolescence. There’s plenty of evidence to suggest it is.

Conferences are filled with consultants claiming they saved the world with journey mapping, while every enthusiastic amateur with a sharpie is now a ‘journey mapping expert’.

So is it time to abandon the tool that has underpinned customer experience transformation for the last 10 years?

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Forbes: Empatia, Design Thinking e l’ossessione per la Customer Centricity

su da Gian Carlo Mocciin Customer Neuroscience, Digital, Design, UX
SAPVoice Empathy An Obsession With Customer-Centric Innovation by Kaan Turnali
To deliver innovative, customer-centric solutions through design thinking, we must begin with empathy.

In its simplest and purest form, empathy enables us to not only experience and understand another person’s circumstances, but it also puts us in our customers’ shoes to experience what they are feeling. This is where we find the innate struggle born out of user frustrations and bound to the intrinsic value chain of the user experience.

Without a doubt, empathy is the most important design thinking principle I will cover in this series. Its universal application offers infinite promise.

Customer-centric design is about looking out from the inside—rather than outside in

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