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Why Online Advertisers Need To Start Caring About Their End Users

May 23rd, 2015

It’s great when online ads offer something useful. Not because consumers are blind and willing to buy the next shiny thing, but because so many marketing messages are just noise. When the right message appears in the right context, it’s as informative as it is rare.

According to PaigeFair, 2014 was the year that ad blocking “went mainstream.” At least 40% of Internet users aged 18 to 25 use some form of ad block, and from June 2013 to June 2014, ad block usage grew by 70%. In some countries, over a quarter of all Internet users have ad block turned on.

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Design for Experience: Bottom Line Impact

Apr 28th, 2015

User-centricity and a commitment to the quality of user experiences are not generally ends in and of themselves.

They serve a much greater purpose: driving business success.

“Bertucci’s (a 30-years old restaurant chanin) saw that it had to throw out its old restaurant model in order to court (and keep) a younger generation of diners. They decide to create an entirely new brand. The restaurant group partnered with a design and innovation consultancy to create a new restaurant concept called 2ovens, using in-depth research into Generation Y and Millennial diners’ eating preferences and social habits to create a dining experience relevant to hip youngsters.

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CX – Is Today’s Business Benchmark

Mar 18th, 2015

Not so long ago, every business assumed that the keys to success were the highest quality product, the best value for the buck, and the best customer service. Now all we hear about is providing the best “customer experience.” Exactly what is that customer experience that every modern marketer is talking about, and how do you measure it?

A recent article in the Harvard Business Review “The Truth About Customer Experience” defines it as your customer’s end-to-end journey with you, not just the key touchpoints or critical moments when customers interact with your organization. Customer experience is the cumulative impact of multiple touchpoints over time, which result in a real relationship feeling, or lack of it.

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Customer support via Social Media

Mar 02nd, 2015

Social media can be a blessing or a curse, providing instant access to customers and a way to reach them on their own terms but also offering them a platform to complain. Getting social media interaction right is not as easy as it appears at first glance – and many companies have learned that the hard way. So what represents best practice in terms of social media customer interaction?

Social media is a good way for companies to show their reactivity and how important their customers are to them. They need to respond rapidly and in a friendly way. It is not enough to advise customers to call the service hotline. This doesn’t show reactivity and could even damage the company’s image, as customers expect a quick resolution to their problem. Using social media should therefore be part of a global strategy on customer service.

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User Experience Toolbox

Jan 26th, 2015

The User Experience Toolbox is published!

Get the UX Toolbox for your product and service development to give them a new importance.

All tools – User Needs – Usability Test – Touchpoint Color Definition – Touchpoint Analyses – Storytelling – Needs Prio Matrix – How to write Usecases – Customer Journey Mapping – Creative Lotus Blossom – Define Personas – Formular Styleguide – Needs feature Matrix – Stakeholder Map – UX Guerilla Wall Have fun!

Innovation, Exceptional Experience and Sustainable Success Made Easy: The NI© Needs Innovation Model

May 02nd, 2014

Is it magic or a jack of all trades? The Needs Innovation Model can best be understood as a combination of various established concepts, models and maps, aiming to provide a holistic and reliable way to achieve long-lasting success on the market.
The NI©Modell was created to help practitioners gather and assess a comprehensive set of customer needs, thereby determining the critical areas for improvement. In order to identify customer needs and opportunities for value improvement, NI analyzes the “Main task & the surrounding journey” that customers are trying to get done during a process when they use products, services or interact with a company.

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The 6 Pieces of the Customer Experience Puzzle

Jan 19th, 2014

By  |  Jan 17, 2014

How do you define customer experience — and, more importantly, how do you create the best customer experience model? I started wondering about both concepts while working on an assignment to increase sales from the digital channel of a hospitality giant.

It seems like everyone is interested in the idea of “great customer experiences.” But both businesses and scholars have struggled to understand what that really means, and have fared even worse at attempts to measure the outcomes of the “Customer Experience.”

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