I’ve received several requests to put together a “roadmap” to the Customer Innovations blog posts I’ve done. Here is an organized path through the material I’ve posted so far. I haven’t tried to be all inclusive but have just the most substantial posts. Grab a venti dark roast and enjoy!
Customer Experience Strategy:
- Customer Experience and Why It’s Important?
- 2008: The Year of the Customer (NYSE CEO Report 2008)
- Putting the “Customer” in Customer Experience Efforts
- Characteristics of an Outstanding Customer Experience
- Your Company Doesn’t Have Customer Experiences, Only Your Customers Do
- Whose Experience is it Anyway?
- Why Customer Experience Initiatives Fail?
- Experience Management Maturity: Moving from “Experience by Default” to “Experience on Demand”
- CE Specification: I Got a Song it Ain’t Got No Melody… I’m Gonna Sing it to My Friends
- The Customer Experience Does Not Happen at Your Touchpoints
- Centers of Gravity: Levers for Shifting the Customer Experience
- Most Efforts to Improve Customer Relationships are Misdirected
- Optimizing the Business to Business to Customer Experience
- Rapid Revenue Retention: A “Swarming” Approach to Keeping Customers During Recessionary Conditions
- Delivering Winning Experiences for the Recessionary Customer Mindset
- When the Going Gets Tough… The Tough Get Closer to Their Customers
Cognitive Affective Design:
- What is an Experience Anyway?
- Designing Experiences that Fit the Customers’ Mental Model
- Effective Experiential Storytelling
- Making Experiences Memorable
- Great Customer Experiences are Music to My Ears…
- Experiences (Mis) Remembered
- Observation and Elicitation: We Like to Watch
- Cognitive Affective Experience Design
- What is the Difference Between Personae and Segmentation?
- Personae-Driven Experience Design in Retail Financial Services
- Understanding Basic Drives and Experiential Temperament
- Automatic Behavioral Scripts: Don’t Overestimate Your Customers’ Interest in Having an “Experience” with You
- Novelty Seeking and the Design of Differentiated Customer Experiences
- Customer Experience and Our Search for Meaning
- Helping Customers Lose Wait
- How Customers React to Violations of Justice
- Choice Architecture: Designing Experiences that Influence Customer Behavior
- Optimizing the Most Critical Elements of the Customer Experience: Customer Choices
- Designing for Customers’ Reactive, Deliberative, and Reflective Experiences
- Framing and Priming the Customer Experience
- Influential Experiences and the Psychology of Escalating Commitment
- Designing “Socially Influential” Experiences
- Miswanting and the Pursuit of Unhappiness
Integrating Customer and Employee Experience:
- No Matter What Business You’re In, You’re In the Hospitality Business
- A Break in the Service Profit Chain: Why Increases in Employee Engagement Don’t Improve the Customer Experience
- Human Sigma: Strong on Description; Weak on Prescription
- Integrating Customer and Employee Experiences
- How Employee Experiences Drive Organizational Behavior
Other:
Filed under: Uncategorized | Tagged: cognitive ergonomics, consumer psychology, Customer Analytics, Customer Experience, Employee Experience, loyalty
