Most Active Articles 2009-11-25T16:47:35.467-05:00 Business Exchange Business_Exchange@businessweek.com urn:com:businessweek:bx:topic:most-active:customer-experience Michael Satterwhite msatterwhite763 urn:com:businessweek:bx:article:17907110711560576966-a94466e02050f7dbf30f10347335c084 2009-11-24T21:58:58.678-05:00

A simple product like a hammer is best tested in it's final form. But a digital product, that in some ways is much more complex, is being tested before, by lesser means as if you can extract important feedback about the hammer.

A simple product like a hammer is best tested in it's final form. But a digital product, that in some ways is much more complex, is being tested before, by lesser means as if you can extract important feedback about the hammer. http://000fff.org/getting-to-the-customer-why-everything-you-think-about-user-centred-design-is-wrong/ Itamar Medeiros imedeiros325 1 1 0 0 urn:com:businessweek:bx:article:9547083822877667717-081d7145f1e77dac9df6864c3439130a 2009-11-24T22:30:39.790-05:00

“Ease of use isn’t the only measure of a positive user experience; pleasurably is just as important. Something can be dead simple, but if it’s outrageously boring or cold it can feel harder to get through. Designs should have flourishes of warmth,...

“Ease of use isn’t the only measure of a positive user experience; pleasurably is just as important. Something can be dead simple, but if it’s outrageously boring or cold it can feel harder to get through. Designs should have flourishes of warmth,... http://www.inspireux.com/2009/11/23/designs-should-intice-passion-and-make-people-feel-engaged-and-energized/ Itamar Medeiros imedeiros325 0 0 0 0 urn:com:businessweek:bx:article:17407717374813710090-55d4c9262e501628e3bef98b089c5f5c 2009-11-24T05:44:26.636-05:00

Innovation Starts with Empathy The importance of developing deep connections with the people you serve. By Dev Patnaik, Founder and Principal, Jump Associates A few years ago, my publisher asked me to write a book about innovation. They’d read some...

Innovation Starts with Empathy The importance of developing deep connections with the people you serve. By Dev Patnaik, Founder and Principal, Jump Associates A few years ago, my publisher asked me to write a book about innovation. They’d read some... http://designmind.frogdesign.com/articles/the-substance-of-things-not-seen/innovation-starts-with-empathy.html Itamar Medeiros imedeiros325 1 1 0 0 urn:com:businessweek:bx:article:14134557681163424177-c9ad3a8a85ae77ab4718226e1aad0de1 2009-11-22T21:10:26.039-05:00

Why Brands Must Be Willing to Redefine Themselves to Remain Relevant.

Why Brands Must Be Willing to Redefine Themselves to Remain Relevant. http://adage.com/cmostrategy/article?article_id=140587 Itamar Medeiros imedeiros325 0 0 0 0 urn:com:businessweek:bx:article:13008146034979181873-023ff633e4868633f1a827fe567585dc 2009-11-20T18:25:48.039-05:00

My BFF Rupert Murdoch* has been taking some hits lately about him wanting to block Google from indexing his sites and putting up pay walls. I understand his reasoning and don’t think he is too far off the mark. In order to explain my thinking, I...

My BFF Rupert Murdoch* has been taking some hits lately about him wanting to block Google from indexing his sites and putting up pay walls. I understand his reasoning and don’t think he is too far off the mark. In order to explain my thinking, I... http://www.dogwalkblog.com/2009/11/20/rupert-murdoch-gets-the-internet-really-he-does/ Gerard McLean gmclean513 1 1 0 0 urn:com:businessweek:bx:article:567130535011323756-2fd7d6cabf5cb3e4803a7a0c002e4bab 2009-11-21T09:39:04.857-05:00

Yesterday was a real “fun” day. When I arrived at the San Francisco airport at noon for my 1:40 flight, I was informed that the flight was delayed until 7:30 PM. After a few seconds it sunk in — I wasn’t going to make it home last night.

Yesterday was a real “fun” day. When I arrived at the San Francisco airport at noon for my 1:40 flight, I was informed that the flight was delayed until 7:30 PM. After a few seconds it sunk in — I wasn’t going to make it home last night. http://experiencematters.wordpress.com/2009/11/21/american-airlines-fails-in-service-recovery/ Bruce Temkin btemkin340 1 1 0 0 urn:com:businessweek:bx:article:16679151032128468998-3d26e3f6869e46e210abeeb4ae3430eb 2009-11-19T00:26:56.513-05:00

eCommerce businesses and online sales channels of traditional retailers are on the rise, with a growth rate almost 6 times higher than overall retail industry, according to NFR and Forrester reports. Despite such fast growth rate and considerable investments, there still exist vast untapped opportunities in online stores across the world, according to a recent study by MarketLive: • Over 90% of visits do not result in shopping carts. • About 60% of shopping carts are abandoned. • About 80% of customers do not have repeat orders.

eCommerce businesses and online sales channels of traditional retailers are on the rise, with a growth rate almost 6 times higher than overall retail industry, according to NFR and Forrester reports. Despite such fast growth rate and considerable investments, there still exist vast untapped opportunities in online stores across the world, according to a recent study by MarketLive: • Over 90% of visits do not result in shopping carts. • About 60% of shopping carts are abandoned. • About 80% of customers do not have repeat orders. http://forteconsultancy.wordpress.com/2008/11/25/are-you-wasting-your-online-sales-potential/ Berkin Ozmen bozmen588 0 0 0 0 urn:com:businessweek:bx:article:3826229520396625181-ccdd1c8531fa1505e01080615083f10c 2009-11-18T21:48:17.213-05:00

The software industry is faced with a challenge common to other industries; too many good ideas, and not enough time and money to implement them all. This simple fact can hinder customer service if handled poorly. When examining customer feature...

The software industry is faced with a challenge common to other industries; too many good ideas, and not enough time and money to implement them all. This simple fact can hinder customer service if handled poorly. When examining customer feature... http://pivotpointsolutions.net/2009/11/18/why-getting-rejected-is-so-great-for-relationships/ Andrew McFarland amcfarland051 0 0 0 0 urn:com:businessweek:bx:article:11021845365592797351-ae3a55096c1b99ce9f907674ad3d7a76 2009-11-17T13:42:30.997-05:00

Unique benefits are key to driving greater loyalty with the customer experience. The problem: we're not as unique as we think we are.

Unique benefits are key to driving greater loyalty with the customer experience. The problem: we're not as unique as we think we are. http://mlcwideangle.exbdblogs.com/2009/11/16/uniqueness-is-a-matter-of-perspective/ Marketing Leadership Council tkoopersmith354 2 2 0 0 urn:com:businessweek:bx:article:5445610723026156700-5023c7336e75aefcaf3d82ee2662a69f 2009-11-16T02:33:02.002-05:00

I recently published a report called Sixteen Voice Of The Customer Recommendations. To uncover this advice, I analyzed the 40 nominations submitted for Forrester’s Voice Of The Customer (VoC) Award from earlier this year. I examined responses to the...

I recently published a report called Sixteen Voice Of The Customer Recommendations. To uncover this advice, I analyzed the 40 nominations submitted for Forrester’s Voice Of The Customer (VoC) Award from earlier this year. I examined responses to the... http://experiencematters.wordpress.com/2009/11/16/16-voice-of-the-customer-recommendations/ Bruce Temkin btemkin340 2 2 0 0 urn:com:businessweek:bx:article:6344894403784749491-e2e4360595d9a5c9cf528984a018717e 2009-11-16T19:55:21.197-05:00

http://www.returnonbehaviormagazine.com/articles-of-interest/close-the-gap-between-customer-promise-and-customer-experience-2.html Chada Washington cwashington542 3 3 0 0 urn:com:businessweek:bx:article:10910497730365436729-68d408a0f09db23db1dfa51deffd29cb 2009-11-18T00:46:15.161-05:00

Forrester's annual survey on customer experience strategy and spending.

Forrester's annual survey on customer experience strategy and spending. http://experiencematters.wordpress.com/2009/11/18/participate-in-forresters-q4-2009-survey/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:3945534059921076298-6070b9d249e6ee114f8414efb522c390 2009-11-17T15:07:58.910-05:00

Seth Godin's latest post argues the merit of going slow in marketing and product development, but there are other benefits of this approach for businesses.

Seth Godin's latest post argues the merit of going slow in marketing and product development, but there are other benefits of this approach for businesses. http://blog.winningworkplaces.org/blog/winning-workplaces/0/0/adding-to-seth-godins-thoughts-on-the-pros-of-slow Mark Harbeke mharbeke724 0 0 0 0 urn:com:businessweek:bx:article:17769357455311064103-a62a9951444dcf934e3dbba493e5eb10 2009-11-17T13:39:34.236-05:00

Marketers with high confidence in their social media approach are three times as likely to have customer support heavily involved. Why? Because customer support is your only internal partner with actual experience in scaling two-way conversations.

Marketers with high confidence in their social media approach are three times as likely to have customer support heavily involved. Why? Because customer support is your only internal partner with actual experience in scaling two-way conversations. http://mlcwideangle.exbdblogs.com/2009/11/15/collaborate-with-customer-support-to-build-conversation-muscle/ Marketing Leadership Council tkoopersmith354 0 0 0 0 urn:com:businessweek:bx:article:17994991620161123012-7eabd9bac2e3f14c5b2f2114701a4280 2009-11-13T19:00:30.333-05:00

MIT’s Sloan Management Review Julian Birkinshaw and Suzanne Heywood miss an opportunity at a fun knock-out title, so I’ll take it. However, the content is an excellent view into how complexity can negatively impact a business’s ability to function...

MIT’s Sloan Management Review Julian Birkinshaw and Suzanne Heywood miss an opportunity at a fun knock-out title, so I’ll take it. However, the content is an excellent view into how complexity can negatively impact a business’s ability to function... http://pivotpointsolutions.net/2009/11/13/too-big-to-manage-too-big-to-succeed/ Andrew McFarland amcfarland051 2 2 0 0 urn:com:businessweek:bx:article:16330890421957345289-1764a53e561c07a58315cdf00ea178b9 2009-11-01T18:11:49.765-05:00

All of a sudden speech analytics has become a very hot topic (See: “Does Your Customer Voice Matter”) (http://www.ventanaresearch.com/blog/commentblog.aspx?id=3001) , and Nexidia (www.nexidia.com) has just made the space red-hot with the release of its latest products (http://nexidia.com/about_us/news_and_events/news/nexidia_introduces_esimonitor_and_agent_assist_for_realtime_agent_support_in_contact_centers). This takes the company into the realms of real-time speech capture and analytics, and has enabled it to offer a unique pre-built application. Read more at http://www.ventanaresearch.com/blog/commentblog.aspx?id=3346

All of a sudden speech analytics has become a very hot topic (See: “Does Your Customer Voice Matter”) (http://www.ventanaresearch.com/blog/commentblog.aspx?id=3001) , and Nexidia (www.nexidia.com) has just made the space red-hot with the release of its latest products (http://nexidia.com/about_us/news_and_events/news/nexidia_introduces_esimonitor_and_agent_assist_for_realtime_agent_support_in_contact_centers). This takes the company into the realms of real-time speech capture and analytics, and has enabled it to offer a unique pre-built application. Read more at http://www.ventanaresearch.com/blog/commentblog.aspx?id=3346 http://www.ventanaresearch.com/blog/commentblog.aspx?id=3346 Ventana Research vresearch293 9 8 1 0 urn:com:businessweek:bx:article:17488186535149049280-4e1886b80ba6f62016799e7b9b1e60b6 2009-11-12T22:15:35.583-05:00

If you read this article (Top 10 Lies Customers Tell Sales Reps), you might wonder how customers can be so evil. The answer is that customers and sales reps are evil to the same degree. There is plenty of lying and other bad behavior on both sides...

If you read this article (Top 10 Lies Customers Tell Sales Reps), you might wonder how customers can be so evil. The answer is that customers and sales reps are evil to the same degree. There is plenty of lying and other bad behavior on both sides... http://pivotpointsolutions.net/2009/05/31/customers-are-evil/ Andrew McFarland amcfarland051 1 1 0 0 urn:com:businessweek:bx:article:17296472398432311519-4bd4da47b4a0bf5de41c3967729a2204 2009-11-09T20:44:41.295-05:00

The founder of Standout Jobs writes that surprise is an underused element in business. Read a list of 10 small businesses that use it well.

The founder of Standout Jobs writes that surprise is an underused element in business. Read a list of 10 small businesses that use it well. http://blog.winningworkplaces.org/blog/winning-workplaces/0/0/10-small-businesses-that-surprise-and-profit-from-it Mark Harbeke mharbeke724 4 4 0 0 urn:com:businessweek:bx:article:6325438856469130766-946f876583ba6e92eb8cd0a2de2da09c 2009-11-11T20:55:58.691-05:00

Unified communications (UC) is currently one of the most hyped subjects in the contact centre space, and if you believe some of the articles written about it you would think it is about to revolutionise the whole way centres work. We asked our panel about how unified communications can improve the contact centre. Sadly I don’t think that all of the hype is quite true.

Unified communications (UC) is currently one of the most hyped subjects in the contact centre space, and if you believe some of the articles written about it you would think it is about to revolutionise the whole way centres work. We asked our panel about how unified communications can improve the contact centre. Sadly I don’t think that all of the hype is quite true. http://www.callcentrehelper.com/how-unified-communication-can-improve-the-contact-centre-6992.htm Ventana Research vresearch293 1 1 0 0 urn:com:businessweek:bx:article:14104583942646675920-09b90188ec7c0f0855fcaed475abc94d 2009-11-12T07:27:00.603-05:00

In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer Experience Rankings, we get consumers to answer several questions about their experiences with companies. One of those questions is “How...

In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer Experience Rankings, we get consumers to answer several questions about their experiences with companies. One of those questions is “How... http://experiencematters.wordpress.com/2009/11/12/world-usability-day-shoutout-to-25-firms/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:8650326108298350159-47dc6fedbb01fb2844f3e5b624723ae9 2009-11-12T07:26:12.343-05:00

Welcome to World Usability Day (WUD) 2009. This year’s theme is Designing For A Sustainable World. Sounds like a great objective to me! Why are Websites confusing, phone menus hard to use, stores difficult to navigate, and new products a struggle to...

Welcome to World Usability Day (WUD) 2009. This year’s theme is Designing For A Sustainable World. Sounds like a great objective to me! Why are Websites confusing, phone menus hard to use, stores difficult to navigate, and new products a struggle to... http://experiencematters.wordpress.com/2009/11/12/its-world-usability-day/ Bruce Temkin btemkin340 0 0 0 0 urn:com:businessweek:bx:article:4529906308077031460-eb3ed5fb06c22ef685fe5252f90f189b 2009-11-10T19:26:18.219-05:00

I’ve spent a fair amount of time writing about costs and people lately and a quotation attributed to Alan Shepard (the astronaut) came to mind that sums up the pivot point perfectly. Alan Shepard, was reported to say of his time in space: “It’s a...

I’ve spent a fair amount of time writing about costs and people lately and a quotation attributed to Alan Shepard (the astronaut) came to mind that sums up the pivot point perfectly. Alan Shepard, was reported to say of his time in space: “It’s a... http://pivotpointsolutions.net/2009/09/15/apollo-astronauts-and-outsourcing/ Andrew McFarland amcfarland051 1 1 0 0 urn:com:businessweek:bx:article:908523631626960208-c4505a01f272485e977b7c6350dd9e1f 2009-11-05T08:41:18.968-05:00

I’ve been helping several executive teams chart their customer experience journeys. The work typically centers around strategy, culture, organization, processes, and leadership. So I am almost always discussing the role of the executive team; which...

I’ve been helping several executive teams chart their customer experience journeys. The work typically centers around strategy, culture, organization, processes, and leadership. So I am almost always discussing the role of the executive team; which... http://experiencematters.wordpress.com/2009/11/05/the-8-signs-of-executive-commitment/ Bruce Temkin btemkin340 3 3 0 0 urn:com:businessweek:bx:article:13976519673114509327-6e6882ba23fefc3a2b7a6689a77e6c2b 2009-11-06T20:20:06.286-05:00

A lot of things in contact centres have outlived their ’sell-by dates’. Richard Snow takes us through his wish list of things that he would like to see banished from the call centre.

A lot of things in contact centres have outlived their ’sell-by dates’. Richard Snow takes us through his wish list of things that he would like to see banished from the call centre. http://www.callcentrehelper.com/six-things-to-banish-from-your-contact-centre-6725.htm Ventana Research vresearch293 1 1 0 0 urn:com:businessweek:bx:article:16331370045770139649-ef284e3940188c7379620511af022480 2009-11-06T20:25:12.277-05:00

It is often said that a company stands or falls on the quality of its communications. This can range from its ability to communicate effectively internally, across multiple locations, with employees working at remote locations (e.g. at home), with customers, and with partners, to the actual content of those interactions. Read more at http://www.ventanaresearch.com/blog/commentblog.aspx?id=3360

It is often said that a company stands or falls on the quality of its communications. This can range from its ability to communicate effectively internally, across multiple locations, with employees working at remote locations (e.g. at home), with customers, and with partners, to the actual content of those interactions. Read more at http://www.ventanaresearch.com/blog/commentblog.aspx?id=3360 http://www.ventanaresearch.com/blog/commentblog.aspx?id=3360 Ventana Research vresearch293 0 0 0 0