I recently read Chief Customer Officer 2.0: How to Build Your Customer-Driven Growth Engine by Jeanne Bliss. Here is a brief review. This is the second edition of the Chief Customer Officer book. The first edition was published in 2006. I … Read More
It is important when working on creating or improving an experience that everyone working on the project has a shared understanding of the person who will have that experience; the customer, user, guest, patient or adventurer. Working directly with people … Read More
I just finished reading What Customers Want by Anthony Ulwick, 2005. It is an interesting read. But, it provides an incomplete picture of business strategy. In a way, that is what makes it worth reviewing. I will cover the key ideas of … Read More
You want to make your products better, easier to user. The best way to do that is to watch people using them, getting feedback about what problems exist, and then fixing those problems. “Watching real users gives them that eureka … Read More
If you are involved in creating experiences for your users and customers, The Experience Economy by Joseph Pine and James Gilmore is a must read. The book outlines a business strategy where memorable experiences are created; creating a situation that … Read More
Building a great experience starts with identifying the people you want to serve and a story they want to participate in. Then, you have to communicate that story in way that others can understand and want to help build – … Read More
After doing experience design for many years, I believe that the combination of design thinking and business acumen combine to create the potential for creating great experiences. Experience professionals need to be proficient designers. Design is a skill that is … Read More
I recently met Robbin Phillips and received a copy of her book Brains on Fire at the CXPA conference. After meeting her and hearing her speak on one of the panels, I knew there was an interesting story to be told and I moved … Read More