Customer Experience

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Know your customer. It's a marketing maxim. But it's not just something that the marketing team should worry about. It's something that affects the entire company, from sales to product development to support. A customer or market segment is the name for the grouping of customers that share certain characteristics. Understanding your customers--their similarities, their differences--is one of the most fundamental and important steps in

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Technology is the amazing result of humanity's evolution from self-sufficient hunter-gathering societies to increasingly interconnected social organizations. The specialization of labor has freed-up spare time to invent, improve and inspire. We have all benefited from this evolution. Yet sometimes you feel like there's no humanity in some of our online and offline experiences. Inspired by some more general frustrations, we've quantified 10 surprisingly common but

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Think about the last time you bought a new computer or rented a car. What were all the things that went well and what seemed like torture? What impact did that experience have on your likelihood to make a future purchase or recommend the product or company to a friend? Understanding the process people go through when engaging with a service or product provides a

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We measure more than just usability. We work with clients to measure everything from delight, loyalty, brand affinity, luxury, quality and even love. While all of these concepts are related, they each measure slightly different aspects of the customer experience. Before measuring anything, especially a construct that's not well defined or used in practice, we answer these five questions. 1.    How is this being measured

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Who are your users and what are they doing? Measuring the user experience starts with understanding who your users are and what tasks they are trying to accomplish on your website. It's one of the first things we'll cover at the UX Boot Camp. Visitor profile and intent are not something you can derive easily from Google Analytics or log files. These sources provide an

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You don't need to be a mathematician to quantify the problems and improvements in user interfaces. Often the most compelling metrics are simple to compute and require no more than arithmetic and basic algebra. While most of us were exposed to these concepts in 8th and 9th grade, they are easy to forget and probably didn't seem applicable when not learned in context. Here are

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This week I was invited to share my thoughts on challenges and insights into measuring the customer and user experience during a live chat on Twitter hosted by the folks at Vivisimo. We had 904 tweets which generated 2,304,670 impressions, reaching an audience of 311,413 followers. Here's a bit of what we discussed. Isn't revenue the ultimate metric to track? The ultimate business metric is

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If you can't measure the customer experience, you can't manage it. Improving the customer experience starts with measuring. But you've got to be sure you're getting the right measure (or usually measures) to manage. The right measure will: identify problem areas track improvements over time be meaningful to the customer The wrong measure can: identify wrong areas of focus miss problems all together lead to

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A lot of effort goes into simplifying interactions, reducing bugs and enhancing features. While these changes may be obvious to some, they can be taken for granted by others (especially those in charge of budgets). It is valuable to document both the effort that goes into improving the user experience and the result of all that effort. You'll want to measure the interface before and

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Are attitudes about usability constant? If we think something is unusable today, will we think it's unusable tomorrow, next week or next year? How much does prior experience affect how usable we think a websites or software is? Enough to pay attention to. In a recent assessment, prior experience boosted usability ratings 11% for websites and consumer software. But the effect of experience paled in

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