“Do you have a good hotel recommendation in York?” asked one of my best friends this morning. “Nah, “ I replied, as my experience from our stay last year was pretty lackluster. During a one-day stopover, I booked a room late in the afternoon at a quaint hotel. We checked-in, dropped our luggage in the room… Read More
Posts Tagged ‘Customer Experience’
Don't Let Your Customers Drift Away
Sagi Chaitas, Consultant
Tuesday, November 29th, 2011 Tags: Customer Experience, Research, Usability
Category: Blog, Corporate, Insight 4 Comments 
When Customers Work for You…
By Rose Matthews, Senior Customer Experience Consultant
A couple weekends back I went to the Glastonbury Music Festival. It was in England. In June. In a field. It rained. It got muddy. This is a festival with a main site area of nine square miles and a population of around 170,000. It contains 35 main stages hosting countless performers, plus a seemingly… Read More
Wednesday, July 6th, 2011 Tags: advocacy, brand loyalty, Customer Experience
Category: Blog, Corporate, Insight No Comments
When is Time a Useful Metric?
Dr Alex Dewitt, Senior Customer Experience Consultant
Why measure time? When conducting user experience studies, it is useful to measure certain aspects of the products performance, such as number of errors and level of user satisfaction. Time is a metric which seems like a no brainer because it is absolute, easy to measure, and easy to interpret. Timing how long a user… Read More
Thursday, April 21st, 2011 Tags: Customer Experience, Usability
Category: Blog, Corporate, Insight No Comments
Radical or Conformist? A Design Choice
Dr Alex DeWitt. Senior Customer Experience Consultant
Within the information design sphere there is always a need to meet multiple objectives; please your client, please the end user, meet business requirements, and stay within technology limitations. One of the most fundamental questions this can raise is the extent to which your design should be radical, cool, or revolutionary, as opposed to standard,… Read More
Thursday, January 27th, 2011 Tags: Customer Experience, information design, user needs, user-centred design
Category: Blog, Corporate, Insight No Comments