Tag Archives: customer experience

In the Age of the Customer, superior customer experience is the path to success

We live in the age of the customer. Never before have customers had so many options, so much information, and so much power. What customers wants from companies is simple: a consistent, high-quality, on-brand experience every time they interact with the company. Consistency is one of the most important parts of this formula. Customers don’t […]

Enough already with the advertising, Or, How to really annoy your customers

This would seem like common sense, but common sense is not always so common: Don’t advertise so much that you’re annoying your customers. On Sports Illustrated’s Monday Morning Quarterback section, this six minute, twenty-six second video has seven ads for Microsoft Windows: one at the beginning and six fly-ins of a Windows 8-like layout that […]

When bad content happens to good websites

Publishers with quality content are undermining their brands and providing their visitors with a poor experience by attempting to maximize revenue through paid links to poorly targeted, often low-quality third-party content. You can read my full post, and the very lively discussion it provoked, including a response from Outbrain, on the Econsultancy blog at http://econsultancy.com/us/blog/62812-when-bad-content-happens-to-good-websites  

CX Smackdown! The visionary founder versus the customer experience designer!

“Customers don’t know what they want until we’ve shown them.” – Steve Jobs According to Forrester, we’re now in the Age of the Customer (having, over the past century, previously gone through the Ages of Manufacturing, Distribution and Information). Customers now have far more choice, and far more power, than ever before. And with the […]

First-movers rarely win, but a superior customer experience can

“Picasso had a saying, ‘Good artists copy; great artists steal.’ And we have always been shameless about stealing great ideas.” – Steve Jobs The other day the staff of the Boston ISITE office was kicking around ideas for a new ISITE Labs project, but with over 800,000 iOS apps now having been released (about 100,000 […]