Category:

User Experience

Why mastering online is critical in retail

December 14, 2017 by Tallwave

A decade ago, traditional retail was pronounced dead. In the wake of the recession and with vacant storefronts dotting busy streets all over the country, that theory seemed to make sense. But a decade later, innovative companies are proving brick-and-mortar is as viable as ever by getting in the foot-traffic game. So what do companies…

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Customer ExperienceProductUser Experience

Delivering a Unified Customer Experience When Multiple Partners Affect the Outcome

May 10, 2017 by Robert Wallace

When a brand depends on partners to work directly with its customers along key points of the relationship lifecycle, delivering a consistently good customer experience becomes an even greater challenge. Think brands like DoorDash, Airbnb, Uber Eats, DUFL, and even Amazon in certain cases. Taking DoorDash as an example, the company is reliant on the…

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Customer ExperienceProductUser Experience

How Great Products Change Our Behaviors

April 20, 2017 by Robert Wallace

Our culture of convenience certainly wasn’t hatched with the likes of Uber or Amazon alone, but they are great examples of modern-day brands that have completely shifted our behaviors over time. And isn’t that the hallmark of a truly great brand or product? At some point they prompt us to ask, “how did we do…

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Customer ExperienceUser Experience

Could Customer Experience Make or Break Your Business?

February 21, 2017 by Terri O'Shaughnessy

Innovate or die. This has become the mantra of businesses around the globe large and small. But what does it take to innovate? True innovation is a lot easier said than done. It’s more than introducing a new piece of technology or way of doing something. It requires a holistic understanding of the customer journey,…

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User Experience

For the Love of Money (aka Customers)

December 01, 2016 by Mike Barbeau

WHO CARES? THEY DID. During a recent two-day persona workshop, I saw the depth of our client’s knowledge and empathy for their customers. I saw how their culture was built around providing compassionate customer service and how they expect their customer service representatives to go beyond the expectations of their customers. As I sat in…

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ContentUser Experience

Don’t Miss Your Industry’s Brexit

November 21, 2016 by Sean Rice

This year featured a couple of unexpected election outcomes in the U.S. and abroad. Learn how to apply lessons from these elections to answer this question: Do you know who your customers are and why they should vote for you? If the surprising election of Donald Trump as President of the United States has taught…

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