Agile and Customer Experience
Most of our enterprise projects are executed using some variation of Agile development. Agile is a methodology that releases software in increments of predetermined time in an effort to increase speed-to-market and allow flexibility in delivery. If there is one common thread when working in Agile as a Customer Experience team it has been the need to work ahead. Working […]
How Customer Experience Helped Ralph Lauren Thrive
The Pandemic forced many retailers to focus on their customers. Customers weren’t coming through the physical doors of retail locations making the case for digital Customer Experience a priority. Here are the top three things that Ralph Lauren did to make customer experience a priority. Evaluated their current experience and identified areas of opportunity Applied storytelling to […]
Customer Experience Design in the Cookie-less Age
What happens when we can’t track users anymore? When cookies go away under the guise of privacy, how can we target the right customer with the right message? Well let’s think about that. What did we do before the Internet? What did we do before cookies? What is a Cookie? A web cookie is a […]
Customer Experience: Creating a Frictionless Experience
The Harvard Business Review posted a great article titled, “What’s the Right Customer Experience for Your Brand“. In the article it mentions the phrase frictionless journey. For instance, The New York Times auto-renew process is mentioned as an example. But what does “frictionless” actually mean? What is a Frictionless Journey? Hubspot defines a frictionless journey as “Friction is anything that impedes […]
The Federal Government’s Customer Experience Gap
How the FACE Act May Actually Change Things In today’s world, customer experience is key to citizen satisfaction. Most times, a single unpleasant experience can turn into a lifelong customer aversion. With more and more companies paying attention to customer satisfaction, it is important for the federal government to not fall behind in this area. […]
4 Tips on How to Improve Your Customer Experience Measurement
What is an Experience Metric and Why is it Important? An Experience Metric is a metric that focuses on the end-user experience. It is also called UX (User Experience) or UE (User Experience). A good experience metric will give you feedback on the success of your product regarding user adoption, engagement, and perception. Experience metrics […]
What is Good Customer Experience?
The Great Recession of 2008 has caused many people to rethink the notion of customer service. With the economic downturn, many people lost their jobs and could not keep up with their bills. This led to an increase in customer complaints and a decrease in customer loyalty, which led to an overall decline in the […]
How Brands Can Create a Positive Customer Experience
In the age of social media, customer complaints and negative feedback go viral in minutes. With more and more people turning to these mediums to vent their frustrations, it’s important for brands to make sure they are providing a positive customer experience. Similar to Apple, companies can use a variety of techniques to become the […]
Is Customer Experience Brand?
