7 Step Process for Wary Prospect to Happy Customer
What are the essential things you need to help someon adopt your product? Because the first few uses define their experience.
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The 7 customer experience areas where marketers are already using AI – TWO CHARTS show the trend
AI-powered customer experience is here. This industry survey shows that marketers are using it beyond promo offers to optimize the customer journey.
Personas and Marketing effectiveness
Personas are powerful but only when they get used. Most marketers, product managers, and founders I talk to understand the value of personas. But in the same breath, they admit to not knowing how to use them for their intended purpose. The question I get most often: “I know personas are helpful, but how do
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Alexa is changing our behavior – and our love for smartphones
The Smart Audio research report from NPR says that smart speaker owners are a distinct customer segment in terms of behavior and usage characteristics.
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Forms & Associated Behavior
I tested a form the first time in 2001. That was before the days of A/B testing and conversion optimization techniques. And every person I showed a form to – had a reaction. Some straightened up, others shrank back. I could sense the change but was too inexperienced to understand it. I would blithely ask
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9 Reasons large companies fail to deliver a great customer experience
As a User Experience consultant for many years, I’ve worked with several large companies. Well-established companies staffed with smart and motivated people. However, in almost all these cases, it has been challenging to deliver great customer experiences without first solving internal issues. Over the years, I’ve observed that there are a few that are always
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The 7 mission-critical UX best-practices to reader engagement
When a new visitor first loads your page, there is an anticipation. Something brought them there – a headline, a related link from an article that piqued their curiosity. Competing with that is their innate fight vs flight instinct aka is this page trustworthy or not. Will it live up to the promise that brought
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What can a cabbie teach us about conversion
As people’s attention spans drop, and options for their distractions explode, how do you get them over the line? How do you persuade your visitors to take an action that moves your business forward? One answer is to take advantage of our inherent human desire to find shortcuts. Real-world Scenario Take this real-world scenario I
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Mint customer support email tear-down
Mint’s customer support email shows how it can be a valuable tool in customer engagement and loyalty and not just retention.
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