Our bookmarks on this topic are also at pinboard.in/u:unison/t:customer-experience/
From strategy+business: Jeff Thull, author of “Mastering the Complex Sale: How to Compete and Win When the Stakes Are High,” introduces a passage that overturns negative stereotypes about sales from “To Sell Is Human: The Surprising Truth about Moving Others,” by Daniel H. Pink.
From FastCompany: Napkin Labs’ Riley Gibson discusses the upside of consumers messing with your product.
From strategy+business: The days of the disengaged health consumer are numbered. Consumerization will transform healthcare systems, involving individuals as never before in the management of their own care.
From Damian Rees at Smashing Magazine: If you’ve ever run a usability test before, you’ll know that it’s not as easy as it looks. Although it’s not rocket science, there are some intricacies that can make a big difference. In this article I share some of the lessons I have learned which should help you avoid your user test turning into a frustrating experience for you or the test participant.
From Knowledge@Wharton: The leaders of several different organizations — including Chick-fil-A, the Salvation Army and Susan G. Komen for the Cure — have been in the news this year for actions or statements that appeared to go against the groups’ stated missions. But is the fallout from such controversy different for nonprofits like Komen and the Salvation Army than it is for for-profit businesses like Chick-fil-A? Experts from Wharton and the University of Pennsylvania say yes, noting that the stakes are higher when consumers are spending on a donation that reflects their beliefs.
From Knowledge@Wharton: Swarthmore professor Barry Schwartz says rules and incentives are an “insurance policy against disaster, but [they don’t] produce excellence.” In his recent book, Practical Wisdom: The Right Way to Do the Right Thing, Schwartz and co-author Kenneth Sharpe, also a Swarthmore professor, say that what is needed is not more bureaucracy. Instead, society needs the Aristotelian ideal that trumps all others — practical wisdom. Knowledge@Wharton recently discussed with Schwartz why individuals fail to do the right thing, what practical wisdom looks like in practice and what organizations can do to regain people’s trust.