When organization strategy ruins customer experience

A traditional organizational strategy tends to revolve around minimizing costs and maximizing sales and profits, thereby maximizing shareholder return. In a government setting, cost reduction is important to strategy; but so is raising awareness of what government is doing, and changing the behavior of citizens. None of the above put the customer first. In fact,… Read More »

From user to customer, from silo to experience

In 2004, there was roughly the same number of searches for user experience in comparison to customer experience, according to Google Trends. By 2017, search interest for user experience had doubled, but search interest for customer experience had almost trebled. It was around the middle of 2013, that customer experience began to pull away from… Read More »

Developing a circle of customer-organization feedback

The long-term quality of feedback you get from customers is directly correlated to the actions you take based on that feedback, and the feedback you give to the customers who made the effort to respond to you. If you read the Amazon seller forums, you will find almost universal agreement that customer feedback is in… Read More »

Design has become a continuous activity

We do a lot of work analysing customer experience within the business-to-business technology industry. One thing we’ve noticed over the last 5-10 years is the rise in the importance of design-related tasks for customers. We recently did a top tasks analysis for a large technology company and a design-related task was the second most important… Read More »

Customer experience continues to get worse

Customer expectations are rising much faster than organizations’ capacity to meet those expectations. The customer has awoken. For decades they have been comatose, anaesthetised by clever advertising and marketing aimed at pulling their emotional strings and directing them to buy substandard products and services at inflated prices. Digital has awoken the customer. Digital has empowered… Read More »

We must measure customer time

The vast majority of organizations I have worked with over the years have no concept of customer time. It is simply not an issue from a management perspective. I recently observed an online environment that was exceptionally slow for customers. Its pages took an average of 20 seconds to load. But that wasn’t the major… Read More »

Diversity, polarization and connectivity

At one level, the Web facilitates diversity. At another, it encourages uniformity. Paradox and contradiction seems to be the hallmark of complex, interconnected systems. In politics, the Web has allowed those of similar views to flock together. The center struggles as the wings and peripheries bulge. Tribalism and groupthink are flourishing. “The divisions between Republicans… Read More »

Google Maps and its unintended consequences

“The traffic in Brighton has gotten much worse in the last couple of years,” Daryl, my taxi driver stated. “People haven’t been buying more cars than usual. It’s the same quantity of cars, it’s just a lot more congested. And Google is to blame.” Daryl runs a seven-person taxi company in Brighton, so he has… Read More »

Data and stories: the perfect combination to drive change

One of the most powerful ways to make change happen is to combine solid data with real stories about the people who make up that data. Jessica Shortall gave an excellent presentation at the 2017 Webdagene Customer Experience conference in Oslo about using data and stories to change attitudes in Texas. In recent years, Texas… Read More »

What we think are facts are often wrong

Too often, our memories, gut instinct and opinions are simply wrong. Digital gives us the opportunity to base decisions more on reality and what is actually happening; rather than on what we think is reality or think is happening. The whine that older people make about younger people is louder than any jet engine. It’s… Read More »