Featured Forum Posts View All
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Looking for Customer Innovation in 2023
Which companies really practice customer innovation these days? Very few. New businesses and industries typically emerge based on an accurate perception of an unfilled customer need, or a great new transformative invention. ...
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Why is CX so Hard in Health Care?
In the health care field, we call it "Patient Experience" and we measure patients' health outcomes as well as wait times, costs, delays, and mis-diagnoses and/or inability to diagnose and heal conditions ...
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Customer Journey Mapping--Seybold Style
We’ve been running Customer Journey Mapping/Customer Experience Mapping workshops for almost 30 years! There is nobody with more experience doing this work today. We call them Customer Scenario Maps. They depict your ...
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Customer Experience Mapping with Patients
Three years ago, we led a very successful patient-centric co-design session for a small health center in rural, coastal Maine. The issue: this region is a hotbed of tick-borne diseases. There are ...
Latest Articles View All
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The Evolution of African Rural University
Co-Designed by Its Faculty, Students, and End-Customers (People the Grads Will Serve)
Discover how 29 young Ugandan women helped shape a unique innovative educational institution. Learn how necessity led them to create a new profession. Find out how a university should measure its success.
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How Customers Want to Get Their Products Fixed and Problems Resolved
Identifying and Measuring the Key Moments of Truth in "Break/Fix" Customer Scenario® Patterns
When something breaks, customers want it fixed! And they want a common set of actions. Learn about this customer scenario pattern.
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How Customers Want to Find and Purchase Your Products/Services
Identifying and Measuring the Key Moments of Truth in "Select & Buy" Customer Scenario® Patterns
Each customer’s context is different, but there are patterns to what they care about in common scenarios. Measure how well you meet these customer priorities to ensure success.
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Secret to Successful Customer Engagements
Beware of These Four Things that Will Doom Your Customer-Centric Initiatives
If you want to involve customers in co-designing products, services, and/or customer-impacting business processes, you should know about, and avoid, these four common pitfalls.
