Our bookmarks on this topic are also at pinboard.in/u:unison/t:customer-experience/
From 1to1 media: Fast adaptability is now a necessity for organizations that want to succeed, argue Chris Zook and James Allen in their book Repeatability: Build Enduring Businesses for a World of Constant Change. In the past fast adaptability was something that was “nice to have”; today “reinvention is the source of competitive advantage,” they say.
From FastCompany: To change buying behaviors, companies need to tap into their customers’ driving passions, argues Wolff Olin’s Sam Wilson. Zipcar, Nike and Grameen Bank get it.
From Zendesk: As smartphones become as essential to our pockets and purses as wallets and drivers licenses, customers are expecting these handy devices to do do their banking, purchase last-minute birthday gifts, book reservations, and above all, take care of customer service needs. Customers these days don’t like to stop for even a few minutes. Companies need to take this new breed of customer very seriously. It’s not like smartphones are some kind of passing trend.
From Luke Wroblewski: It should come as no surprise that a cross channel customer (mobile, desktop, physical, etc.) is more valuable for companies than people only engaged in one channel. After all one plus one equals two, right? Actually, it’s often more as this recent data shows.
From SmartBlog: At the South by Southwest Interactive session “I May ‘Like’ You, But I’m Not In ‘Like’ With You,” R/GA’s Chloe Gottlieb explained that getting an audience to engage with your business isn’t just about collecting “likes” or followers or offering prizes — its about creating engaging, interactive experiences that meet your audience’s needs.
From ChangeThis: Every day the market you work in — regardless of the industry — asks ‘Are you invaluable?’ Did you answer the question satisfactorily today? Well done. Get ready to answer it again tomorrow.
As the speed of innovation and information ever quickens, so does the need for you to have clear answers for this ‘invaluable question.’ It is no longer enough to simply have a job. It is no longer enough to simply advertise and attract customers to work with you. Loyalty to employees, to brands, to personalities and to media disappears the instant one’s attention is switched to new, shinier options.
From Sahil Lavingia at FastCompany: Design isn’t just wire frames or visual style; it’s about the product as a whole.
By Robbin Phillips, Greg Cordell and Geno Church. Featuring ten lessons you can start building on today, it takes you step by step through lessons the authors have learned on how to inspire excitement and engage the customers and other stakeholders who will advocate for you.