One of the tenets of great Customer Experience is to listen to your customers.
As more and more businesses recognize that they need to pay greater attention to the quality of the customer experience one of the inevitable tools in the CX quiver is the customer survey. The survey demonstrates that the brand is listening to its customers and keen to gather their feedback to improve the services they provide. The only problem these days is that every other brand that a consumer interacts with is seeking to capture the Voice of that Consumer and the poor consumer is suffering from survey overload. I know this because I am one of those consumers.
Continue reading “Survey Madness! Is there a better way to demonstrate that you care?”
Over the years I have been asked to explain the value of personas. After all, they are not cheap to create, especially when you do it right. When I say right, I mean supported at the very least by contextual research into the circumstances of the target audience followed by a thorough analysis of that context that results in great information design deliverables capturing the essence of the personas. This qualitative form of persona can also be enhanced by subsequent quantitative research, which may provide accurate insights into the relative size, value, and desires of personas, acting more as market segmentation and supporting business strategy. This balanced qualitative/quantitative approach
Continue reading “Good Reasons to Create Great Personas”