Posts Tagged ‘customer experience’

I doubt you’d be surprised to hear that the US healthcare system is not in great shape. News reports remind us often that the $3.5 trillion behemoth is the world’s largest and most costly—and yet far from the most effective. The US spends twice per capita on healthcare compared to other leading economies, even as […]

It’s been a long time in the making, but it’s finally completed. Janssen, a pharmaceutical company owned by Johnson & Johnson, just unveiled a new digital site, Cancer.com. The new site provides patients, caregivers, and loved ones with loads of content and resources. It even offers users the ability to customize and personalize the site […]

You probably know comedian Aziz Ansari from his acclaimed TV series Parks and Recreation and Master of None, but have you read his sociology book? In 2015, Ansari partnered with (actual) social scientist Eric Klinenberg to pen Modern Romance, a New York Times best-seller that explores our quest for love in the age of smartphones. […]

As the volume of digital commerce increases, it becomes more and more critical to create and deliver excellent digital customer experiences. Consumers are changing the way they shop, which forces businesses to evaluate their digital storefronts. Cyber Monday recently brought record-breaking online sales totaling $6.59 billion, highlighting consumers’ shifting habits. Gone are the days when […]

The American Customer Satisfaction Index (ACSI), which measures the satisfaction of consumers with the quality of products and services offered by companies across a variety of industries, released a report that suggests digital transformation is helping financial services companies increase customer satisfaction. The ACSI report, which is based on 17,861 customer surveys collected between October […]

So, you’ve decided that you need a native mobile app. When you’re building the team to create this app, you know you need a designer, a UX architect, someone to manage the project, and the engineers to build it. That’s it, right? Not quite! I can tell you from experience that having a writer on […]

Customer expectations are higher than ever before, thanks in part to the proliferation of mobile devices and other digital channels that have raised the bar. In this “connection economy,” we generate value from the connections we make. And thus, the balance of brand power has shifted from businesses to the highly informed, constantly connected customer. Companies are […]

Think of your brand as a person, trying to forge a relationship with your customer. First impressions count. Consistency counts. Friendships are built off of authenticity, and knowing what to expect from an interaction. Your brand – and the experiences you provide that reinforce that brand – is what allows you to build relationships with […]

Some companies make the mistake of believing that perception of their brand is completely defined by their brand identity–the logo, typefaces, colors, voice, imagery, etc., they have chosen to represent themselves. In reality, your brand only gives half of the picture. Your brand tells how you would like to be perceived, but it’s your customers […]

Recent events indicate a digital disruption is afoot – and ecommerce cannot ignore it. Commerce business models must change to satisfy increasing customer expectations across the B2C and B2B spectrum. In this series, explore the three major areas where you can start innovating to transform your existing commerce business model. We previously looked at re-vamping […]

The relationship brands have with their customers is becoming more and more complex. Constantly changing technology, shifts in how customers interact with your brand, and the role that brands play in our everyday lives translates into brand behavior that doesn’t always meet customer expectations. Aligning your brand to your customer’s expectations is priceless. However, if […]

We talk a lot about experiences. User experiences, digital experiences, customer experiences – and now, becoming an “experience business.” Adobe first introduced the term “experience business” at Adobe Summit 2016, and illustrated the concept in a comical video this past March. Simply put, an experience business provides a top-notch experience to customers throughout the entire customer journey. […]