Posts tagged Customer Experience

What does customer experience mean?

I was chatting with my friend’s mom when she asked me, “what do you do?”

And then I was, hmmm… That would take some time to explain.

“I am a management consultant. I work in customer experience,” I said.

She looked at me with a perplexed look that tells me what does that even mean.

I guess so many people don’t know what does customer experience really means. Is it customer service? Marketing? Sales? Strategy? Operations? Wait… Designer?

And no, it’s none of the above, and yet we do touch upon all of the above.

Wait, what?

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Is Customer Experience the same as Customer Service?

I am often asked if Customer Experience is the same as Customer Service when I tell people what I do. 

The short answer is: No. They are not the same. 

Customer service is only one aspect of the customer experience. It’s one interaction with the customer. Customer experience, however, is everything the customer goes through when interacting with a brand. 

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7 Reasons to conduct usability testing

In one of my previous posts, 6 Dimensions to measure usability, I explained what is usability and why it’s important to measure. 

But… 

More often than not, the budget wouldn’t allow it or the project timeline is just too tight. 

Usability testing then is put in a second priority. Worse, it could be forgotten.

… and so, I have decided to share with you 7 reasons you should conduct usability testing.

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6 Dimensions to measure usability

Usability is one of the user experience design disciplines. Other disciplines include visual design, information architecture, and interaction design. 

Ignore it, and good luck having users “use” your product, whether that is a website, a mobile app, a system, or a device. 

What is usability?

In simple words, usability is how easy it is to use an interactive device, system, or website. 

When you decide to design a product, you are trying to solve your customer’s problem. You want to provide your customer with a functional product that is easy to use, and therefore useful.

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3 Product design principles that work for every customer

Emotions drive our decisions. 

They shape our pains, our joyful moments. If they are good, we keep using the same products or services, and if they are not, we simply stop and walk away.

There is no doubt that customer (or “user”) research is an essential activity to design products and services that truly meet your customer needs. 

We want to understand the challenges that our customers face in order to design products and services that deem helpful to them. 

If we don’t understand what jobs they are trying to do, what challenges they are facing, and what contributes to a better day for them, then what are we doing?

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What is experience design? Service design? What is the difference?

What is experience design? Service design? What is the difference? And what does your boyfriend has to do with it?

I will tell you.

You say experience design, they think of user experience (UX). They think about designing a new app, a new website. 

You say service design, they think the same, but that’s not it. 

A lot of people ask what is experience design, what is service design, and how are they different? 

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Discover how to use the power of memory to keep your customers coming back

Elevate your customers’ ‘state’ of mind and you will keep them coming back.

One of the 4 steps of the FAST method mentioned by Jim Kwik to remember ANYTHING is the “State” step, which is basically your state of mind when you are ‘learning’.

How are you feeling? Are you bored? Are you excited? Are you surprised? Are you amused?

I wanted to contemplate at that step - that “State” one, and how we can use it to enhance the memorability of customers to a specific experience… 

… and so I stopped for a moment and tried to remember which restaurants I have been to that delivered an elevated emotional state - that made my experience so memorable and kept it always on top of mind. 

Hmm…

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My way back to Times Square – [Black Friday Part 5]

Before I know it I am holding tons of bags and waiting for my bus back to Port Authority in Times Square.

I find myself with a few bags and started chatting with the girl standing behind me in the queue. She bought socks, which she regretted.

“Buyer’s remorse? How about me? I bought all of this stuff I don’t really need, except maybe one sunglasses,” I thought to myself.

I told her, “I wasn’t really planning on buying anything, but here I am.” I try to justify my purchases.

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I don’t like designer stuff, or so I say – [Black Friday – part 4]

I don’t like designer stuff, or so I say.

Of course I like designer stuff, but I’d rather spend my money in experiences, travel or courses. Yes, courses, you would be surprised how much I spent my money on that department.

Never stop learning, and the best investment is you.

But that doesn’t mean I didn’t want to go to Gucci “just to have a look”. The queue was crazy from the moment I arrived and all the way up until 8:00 p.m. when I decided to leave the outlet. I didn’t make it to Gucci, but I did make it to Furla.

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Are you telling me there is an additional discount to the Black Friday discount? [ Black Friday — Part 3]

I got out of the bus and made sure to know where is the pickup location to head to when I want to go back to Port Authority.

The first thing I see is the Information Center, and people queuing up. Ok, the first thing I saw was actually the different stores. I asked, “Why are people queuing up here?” A nice lady answered me and said, “You get additional discounts with the voucher they give you.”

I didn’t have to think twice and queued up. It was also warm inside and freezing cold outside so I didn’t mind the queue.

After I got my discount vouchers and the outlet map, I started wandering and thought I might as well check it out first, and then go into the stores. To tell you the truth, I didn’t have the chance to get into my favorite stores, for the simple reason that people queued like crazy in front of those stores. Gucci, Burberry, Ralph Lauren, and Tommy Hilfiger were the craziest. Most of the stores had long queues.

The weather was cold, like 1 or 2 degrees Celsius. Let me remind you, I live in Dubai, which is smoking hot all year long. I couldn’t simply stand the cold and wasn’t willing to stand in the queues.

It’s like what I have seen in those videos on social media, or rather the movies. People were walking around with big suitcases to stack up the purchases.

“Is it really that good?” I wondered.

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