Retailers going bankrupt and why every company is a Digital Experience company
With more than 20 retail companies filing for bankruptcy since the start of 2017, including giants like Sears, Toys R Us and Gymboree, I am more convinced than ever that very soon every company will have to become a digital experience company.
Design Thinking Adoption Challenges
Design Thinking is a powerful tool to innovate your strategy, organization or next disruptive product or service. But getting your organization to adopt Design Thinking can be a challenge. Here are some of the challenges that I have seen and ways to mitigate them.
How to Optimize Your Site for a Large Online Sale
Every year companies can expect there to be large seasonal online shopping days such as Black Friday and Cyber Monday. It’s critical companies optimize their site in advance to make the most out of these annual sales and keep customers coming back all year long.
What Your Audience Wants From Your Site (But Doesn’t Know How to Ask)
UX design can alter the perception and exposure of a brand, big or small. With the right touch you can bring out the personality of a business. But that’s the trick, isn’t it? Identifying and zeroing in on what an audience wants.
Does conversation hurt or help Chatbot UX?
This article explores when conversation benefits and when conversation hurts chatbot UX. I walk through case studies for both sides of the argument and compare divergent opinions from Ted Livingston, CEO of Kik, who advises bot makers to deprioritize open-ended chat, and Steve Worswick, the creator of “the most human chatbot,” who encourages developers to invest in truly conversational experiences.
Customer Experience (CX) strategies that keep customers coming back, again and again
The last thing you want is for every ecommerce purchase to be a one-off. Even with a satisfying and efficient sales process, customer retention is something you have to work at. If Google search volumes are an indication, ‘customer retention’ is more prominent in the…
The Secret Formula to Turn Customers into Brand Advocates
What does it take to turn customers into brand advocates? It’s not an easy question to answer, and no magic formula exists — but some brands are getting it right. Obviously customer experiences, both online and offline, with the brand and the product have to be great to…
Product Managers & UX Research: The Dos and Don’ts to Customer Feedback
For Product Managers, one resource that is always in short supply is time. Shortage of time and a mile-long to-do list means that you sometimes have to cut corners. Unfortunately, the one aspect of the process that often gets sacrificed is UX Research with customers….
A Multi-Method Approach to Improving Customer Experience
How UX insights can help your business. Customer experience has become a critical differentiator in today’s marketplace. There is distinct business value in analyzing, managing, and improving customer experience effectively; it provides strength in brand preferences, a boost in revenue, and an improvement in customer…