7 Step Process for Painless Customer Onboarding
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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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Must Read: HBR on shortening sales cycles by using customer journeys
Commentary on recent research with a perspective from a UX consultant and trainer. Mapping customer journeys is crucial in understanding moments of truth. However, only 17% of marketers have the ability to fully analyze a customer journey. That creates challenges if your customers are evolving faster than you can react. Using Customer Journeys to shorten …
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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 …
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.
User Experience survey results
The goal of my recent survey was to understand how UX is being used by professionals in business settings.
Did poor usability create a near-fatal accident in the sky?
Today the JTB released a report that the 2011 ANA incident was far more dangerous than originally thought. The Wall Street Journal wrote: After the co-pilot mistakenly operated a rudder-control switch at 41,000 feet, instead of a different switch that unlatched the cockpit door, the jetliner plummeted 1.2 miles in slightly more than 30 seconds and briefly …
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UX and the experiential marketing organization
CMOs, Chief experience officers and global Brand managers are increasingly acting as the orchestrators, assembling cross-functional teams to enhance the customer experience.
Text Messages are Data and 9 other mobile myths
UX Mag covers the 9 myths of mobile well from the perspective of Pre-iPhone days.My favorites are: #2 Before the iPhone, We All Carried Flip Phones
Does the “fold” still matter?
How can you use the fold to deliver a better experience for users and better outcomes for business?