Category Archives: Customer Experience

Kindle Fire: Should You or Shouldn’t You?

by Stephanie Hart Let me start off by saying that I’ve only read six books on this Kindle. Well…three, really, but I read them all twice. That counts as six, right? Oh, which ones, you ask? (Even if you didn’t … Continue reading

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It’s Not About the Desk

Fourteen years ago Bernard Charlès, CEO of Dassault Systèmes had a vision for improving the processes through which innovation could be inspired. Today Dassault Systèmes products and practices enable clients to design life like three dimensional prototypes and simulate real … Continue reading

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The Epicenter of Your Project: The Customer

Equipped with green screens, function key navigation and unforgiving error messages, the claims system I was charged with training my colleagues was complex to navigate for even the most experienced users.  “Be patient with yourself” was the reminder I often … Continue reading

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A Funny Thing Happened on the Way to the Forum

(Republished from previous blog October 2010) Before anyone had taken the stage, I knew that hearing from leaders like Jim Collins, A.G. Lafley and Jack Welch would certainly make for a memorable experience. Candid, wise and gutsy these lauded management … Continue reading

Posted in 2011, Achieve Success, Brand Expecations, Customer Experience, Leadership, Progress, Strategy, Uncategorized, World Business Forum | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

Four Steps to Video Success on the Web

Video is becoming the new ‘photograph’ on more and more web sites.  Being an interaction designer interested in optimizing customer experiences on the web, I’ve been doing some research on video web standards. One stop on my research trail was … Continue reading

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Does Search Engine Optimization Really Matter?

I’ve had the pleasure of spending time with James Lambert, owner of JBLConnect talking innovation and technology.  A recognized search engine optimization (SEO) guru, he graciously agreed to be a guest blogger and provide some insight on the real value of SEO. by James Lambert When … Continue reading

Posted in Customer Experience, Delightful, Entrepreneur, James Lambert, Search Engine Optimization | Tagged , , , , , , , , , , , , | Leave a comment

Familiar Packaging Design Impacts Customer Experience

There’s a customer experience associated with just about everything. What people think and how they feel while they interact with a product, technology or process shapes their customer experience – positive or negative. In this example, George explains how his … Continue reading

Posted in Brand Expecations, Customer Experience, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Innovation, Listen, ROI, Strategy, Trust, Uncategorized, Usability | Tagged , , , , , , , , , , , | Leave a comment

Ice Tea Anyone?

En route to what was likely going to be an exciting but long evening, my niece’s high school graduation, we decided to make a quick stop at a Burger King to grab a snack and beverage. Passionate about usability and … Continue reading

Posted in Accessibility, Brand Expecations, Burger King, Customer Experience, Customer Service, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Innovation, Listen, Persistence, Trust, Usability | Tagged , , , , , , , | Leave a comment

What Type of Innovation Does Your Organization Need Now?

As day two of the HSM World Innovation Forum  in NYC progressed, I began thinking about how valuable the framework within which I think about innovation has become in filtering elements related to this vast concept.  The framework enables me to … Continue reading

Posted in Customer Experience, Customer Service, Customer Trust, Delightful, Design for Optimal Experiences, Entrepreneur, Innovation, Inventors, Start up, Strategy, Trust, World Innovation Forum | Tagged , , , , , , | Leave a comment

ROI of the Customer Experience: Why Design with the Agent in Mind?

I was recently having a conversation with an insurance agency principle who was trying to increase business written with a particular company.  He was a bit perplexed because although he encouraged agency Customer Service Representatives(CSRs) to quote with this company … Continue reading

Posted in 2011, Achieve Success, Commercial Lines, Customer Experience, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Insurance, Insurance Agents, On Schedule, Personal Lines, Policy Quoting and Administration Systems, Recommend, ROI | Tagged , , , , , , | Leave a comment