Customer Experience

Browse Content by Topic

UX ( 70 )
Methods ( 61 )
Usability Testing ( 52 )
Statistics ( 51 )
Survey ( 35 )
Usability ( 32 )
Benchmarking ( 28 )
Customer Experience ( 28 )
User Research ( 27 )
NPS ( 26 )
SUS ( 21 )
Sample Size ( 19 )
Net Promoter Score ( 18 )
Usability Problems ( 17 )
Rating Scale ( 17 )
Measurement ( 15 )
Metrics ( 15 )
User Experience ( 14 )
Usability Metrics ( 13 )
SUPRQ ( 12 )
Validity ( 11 )
Qualitative ( 11 )
Navigation ( 10 )
Satisfaction ( 9 )
Questionnaires ( 8 )
Heuristic Evaluation ( 8 )
Market Research ( 8 )
Surveys ( 8 )
Task Time ( 8 )
Reliability ( 7 )
UX Metrics ( 7 )
Rating Scales ( 7 )
SUPR-Q ( 7 )
Task Completion ( 7 )
Questionnaire ( 6 )
Mobile Usability Testing ( 6 )
Mobile ( 6 )
Usability Problem ( 5 )
Six Sigma ( 5 )
Visualizing Data ( 5 )
Research ( 5 )
Analytics ( 5 )
Quantitative ( 4 )
Credibility ( 4 )
Loyalty ( 4 )
UX Maturity ( 4 )
Confidence Intervals ( 4 )
Expert Review ( 4 )
UX Methods ( 4 )
Confidence ( 4 )
Moderation ( 4 )
Task Times ( 4 )
Usability Lab ( 3 )
PURE ( 3 )
ROI ( 3 )
SEQ ( 3 )
UMUX-lite ( 3 )
Customer Segmentation ( 3 )
Task Metrics ( 3 )
Lean UX ( 3 )
Unmoderated Research ( 3 )
Card Sorting ( 3 )
KLM ( 2 )
Branding ( 2 )
Eye-Tracking ( 2 )
Data ( 2 )
Summative ( 2 )
IA ( 2 )
Tree Testing ( 2 )
Excel ( 2 )
Cognitive Walkthrough ( 2 )
SUM ( 2 )
UX Salary Survey ( 2 )
Key Driver ( 2 )
Focus Groups ( 2 )
Findability ( 2 )
Salary Survey ( 2 )
Remote Usability Testing ( 2 )
Personas ( 2 )
Marketing ( 2 )
Correlation ( 2 )
A/B Testing ( 2 )
PhD ( 2 )
Tasks ( 2 )
Z-Score ( 1 )
Perceptions ( 1 )
Performance ( 1 )
Prototype ( 1 )
Site Analytics ( 1 )
protoype ( 1 )
Metric ( 1 )
Moderating ( 1 )
NSAT ( 1 )
moderated ( 1 )
Facilitation ( 1 )
Information Architecture ( 1 )
Task Completin ( 1 )
Affinity ( 1 )
Mobile Usability ( 1 )
Contextual Inquiry ( 1 )
Certification ( 1 )
Problem Severity ( 1 )
Test Metrics ( 1 )
Segmentation ( 1 )
Persona ( 1 )
Software ( 1 )
Customer effort ( 1 )
Errors ( 1 )
Ordinal ( 1 )
User Testing ( 1 )
Effect Size ( 1 )
True Intent ( 1 )
Visual Appeal ( 1 )
Top Task Analysis ( 1 )
Design ( 1 )
Unmoderated ( 1 )
Trust ( 1 )
Regression Analysis ( 1 )
Random ( 1 )
Margin of Error ( 1 )
Crowdsourcing ( 1 )
Sample ( 1 )
Five ( 1 )
Task Randomization ( 1 )
Quality ( 1 )
Expectations ( 1 )
Conjoint Analysis ( 1 )
Competitive ( 1 )
Formative ( 1 )
Think Aloud ( 1 )
Desktop ( 1 )
To have loyal customers you need satisfied customers. But is satisfaction enough to gain loyalty? Some argue that you need more than satisfaction. You need to consistently exceed expectations and delight your customers to generate loyalty. However, others have argued that instead of worrying about delighting customers, minimizing the effort customers need to expend to do business with you will lead to loyalty. And meeting

Read More

The hold music. The wait time. The menu that always seems to have just changed. Calling customer service is not usually what people want to do in their spare time. But it’s often necessary and represents an important touchpoint for companies that interact with their customers. Understanding why people call customer support is also a good place to start identifying problems in the user experience

Read More

Where do you get your news? Do you think it’s objective? Do you trust it? Fewer people are relying on print (newspapers and magazines) and even TV for their news. Print subscriptions continue to decline and almost half of Americans report getting their news online, nearly the same as TV news. Despite the evolution of the news “interface” from print and TV to digital, many of

Read More

There's a plethora of both big and small data to describe the customer experience. It comes in both qualitative and quantitative forms. In all cases, visualizing data is one of the most effective ways to uncover relationships and patterns, which leads to better insights and improvements in user experiences. Here are five techniques to use to better visualize your data. 1. Affinity diagrams An affinity

Read More

For all products, whether new or existing, there's a seemingly endless push (and usually strong financial incentive) to innovate. Innovation can mean improving the customer experience or adding new features or functions to address customer needs. Innovation is more than just an epiphany moment from a solo genius. It's usually the result of much effort and more failure from many people. While no magic method

Read More

It's fundamental to creating both a usable customer experience and a better business: you need to know who your customers are. It however can be surprisingly difficult for organizations to connect with their customers to collect information. But just because it isn't easy doesn't mean you should skip it. Collecting core demographic information and customer attitudes lays the foundation for building personas and customer segments,

Read More

Surveys are a relatively quick and effective way to measure customers' attitudes and experiences along their journey. Not all customer experience surveys are created equal. Depending on the goals, the type of questions and length will vary. While customer experience surveys can take on any form, it can be helpful to think of them as falling into these seven categories. 1. Relationship/BrandingCustomers' attitudes toward a

Read More

There's a lot to measure in the customer experience.  There's also many ways to collect the measurements. While the "right" methods and metrics you select depend on the industry and study goals, this list covers most of the online and offline customer experience. It includes a cross section of the four types of analytics data to collect, with an emphasis on collecting customer attitudes via

Read More

Shift happens. Customer attitudes shift based on product, website, or any number of experiences. That shift can be for the better or worse: A great experience using a product to solve a problem An infuriating call to customer support An emotionally evocative advertisement A frustrating time locating information on a website One way to understand how particular experiences impact attitudes is to measure lift. Lift

Read More