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Our bookmarks on this topic are also at pinboard.in/u:unison/t:customer-experience/
From Will Dayble at Smashing Magazine: This article is about design consultancy. It’s about wrangling that client who uses empty sentences like, “We want a snappy, simple experience,” or, “It should be on brand and should really pop.” It’s about commanding the room and setting a vision before moving on to wireframes and pixels.
From Customer Experience Matters: In his recent letter to shareholders, Amazon.com CEO Jeff Bezos provides insight into a truly customer-centric organization. The letter demonstrates how Amazon operates with a long-term view of customer value.
We help you create customer experiences that align with your company’s vision (business strategy) and your customers’ experience (the brand). And we help you design customer communications that get through the increasing media clutter and speak with simplicity and clarity. · Read more →
Content marketing has officially claimed its spot as a leading marketing strategy, as evidenced by research that shows 87 percent of B2B marketers are employing the initiative. In fact, content marketing is outpacing all other marketing strategies including search engine marketing (67 percent), events (62 percent), public relations (56 percent), and print-radio-TV (26 percent).
From socialmouths: In a way, social media has helped bring customer service to the very front end of business. Customer services is no longer a “behind-the-scenes” thing. We’ve always known that is easier to keep an existing customer than finding a new one but, in the era of “everything is public”, it also plays a big role on the marketing of the company.
The customer service department today is capable of making your company a success story or simply destroy it.
From Karen McGrane: User-centered design is a transformative values system because it is user-centered. The idea that we — all of us, an entire gazillion dollar industry — are focused on designing and making products for other people to interact with is so mind-bogglingly huge, we don’t even notice it.
From Luke Wroblewski: In his presentation at An Event Apart in Seattle WA 2013 Mike Monteiro outlined the problems with designer/client relationships and what designers should do to fix them.