Our bookmarks on this topic are also at pinboard.in/u:unison/t:customer-experience/
From UX Magazine: The practice of co-design allows users to become an active part of the creative development of a product by interacting directly with design and research teams. It is grounded in the belief that all people are creative and that users, as experts of their own experiences, bring different points of view that inform design and innovation direction.
Friday, October 26, 2012 · Topics: customer-experience
From Recourses: David Baker writes about how managing client relationships has changed over the years. “I’m not talking about my clients, but your clients. Do you know the really important things about how to do it right? I’m not sure I would have figured all these out, but I have paid attention to the hundreds of firms I’ve worked with and tried to cull out the best practices that have been proven in the field.”
From Fast Company: It goes against our nature to shout “Hooray!” when someone calls us out. But studies show that people who solicit and accept feedback are more effective leaders and more successful at work. Here’s how to take the sting out of feedback and make it work for you.
From FastCompany: To Starbucks, baristas are not just baristas–they are ambassadors of brand, merchants of romance, disciples of delight. The company recently invested millions in a “Leadership Lab” designed to drill that message in for 9,600 store managers. So did it work?
From Adaptive Path: The interplay between efficiency and quality in a service experience is often what separates a merely transactional interaction from a valuable and pleasurable one. The former gets the job done; the latter does so while creating a more human connection and an enduring relationship between service provider and customer. Unfortunately, in most cases efficiency wins out. Most organizations lean heavily on analytical methods to define rigid processes and procedures that are designed to reduce waste and increase predictability in service delivery. This approach views the organization as a machine to be fine-tuned and the customer as a rational actor who enters and exits processes like a rat in a well-designed maze.
From strategy+business: This year’s holiday retail outlook suggests that shopping patterns created during the recession are becoming permanent, but there are still reasons for retailers to celebrate.
From Knowledge@Wharton: With the rise in popularity of smartphones and the proliferation of online retailers, showrooming — the practice of browsing products at one store but buying them elsewhere to get a better price — has become a growing problem for bricks-and-mortar retailers. The key to combating showrooming, experts say, is to resist the temptation to block customers’ efforts at price comparisons, which are only going to become easier as technology evolves. Instead, retailers should capitalize on the advantages that bricks-and-mortar stores can bring and experiment with new ways of offering an omni-channel shopping experience.