Empathy; it’s one of the first things you’re taught in school. You’re always told that it’s a “good” quality to have, but the reality is it’s the most basic quality you could have. Empathy is… Continue Reading
Excerpt from Roger Martin, Rotman on Design In order to manage successfully, we need to pay attention to things that we can measure but also the feelings and emotions of our customers. In a world… Continue Reading
I attended a virtual conference with John Maeda (a guy who does a lot of thinking about design) the other day. He mentioned something that resonated with me. He described design thinking as a faster way to… Continue Reading
Before applying technology to your customer experience, do some research to explore your options. Chick-fil-A had a problem of success. In the US, the revenue per restaurant was approximately 3-4 times that of a comparable… Continue Reading
With customer shifts to digital delivery channels, companies are putting more emphasis on creating better digital experiences. Most companies spend too much time fixing the bad parts of an experience and would be better off… Continue Reading
Analytics helps industries of all kinds to gain insight into their customer’s wants and needs. Netflix does a particularly good job of mining customer data. It uses analytics to wade through customer data and identify… Continue Reading
