Paged
Archives by Month
February 2010
January 2010
- 19: The Relationship between Design Thinking and Innovation (3)
- 08: Customer Experience Labs: Reflections on 2009 and an outlook on 2010 (1)
December 2009
October 2009
September 2009
August 2009
- 26: Are you still serving your customers or do you already “Wow” them? The Elements of Wow Experiences (0)
- 05: The Difference Between Staged And Real Customer Experiences (2)
June 2009
- 30: Design Thinking and Business Innovation: Final Presentations at the University of St. Gallen on July 6th, 2009 (1)
- 19: Only 8% of Internet user know what a browser is, do we have to rethink how we market browser? (5)
- 11: Five Use Cases to Leverage Twitter for your Business (17)
May 2009
- 25: Interested in Design & Innovation? Don’t miss Stanford Design EXPE 09, June 1st – 6th (0)
- 11: Bill Buxton on Design & Return on Experience (0)
April 2009
- 27: Trends in Customer Service: Customer Service by Volunteers (0)
- 24: How do you design? A Compendium of Models by Hugh Dubberly (0)
- 15: WSJ: Making the Most Of Customer Complaints (0)
- 08: Does your corporate vocabulary reflect your corporate strategy? (0)
- 01: The missing value proposition of sustainability (3)
March 2009
- 10: The relationship between customer satisfaction, loyalty and repurchase behavior (1)
- 06: Scaling a Service Business: Lessons Learned from IBM (0)
- 04: Amazon CEO Jeff Bezos explains Customer Experience (6)
- 01: Microsoft envisions the future of work and life in 2019 (1)
February 2009
- 19: Do you want to create a cult brand? Then focus on your tribe and not on your products! (2)
- 05: lift09: A great conference exploring “Where did the future go?” (0)
- 03: Strategien zur Gestaltung des Kundenerlebnisses: Die Ritz-Carlton Philosophie vs. die IKEA Philosophie (0)
- 02: 顾客经验设计：Ritz-Carlton vs. IKEA思维 (0)
- 02: 顧客經驗設計：Ritz-Carlton vs. IKEA思維 (0)
January 2009
- 13: The one thing you need to know about creating a remarkable retail shopping experience (3)
- 05: The Role of Design in an Economic Downturn (2)
December 2008
- 15: Human Centered Design Toolkit from IDEO (0)
- 11: Patients watching many medical TV series are less satisfied with patient experiences in hospital (4)
- 05: 12 students, 10 months, 3 corporate partners, working on the next big idea (0)
- 02: Quotes on the Challenges of Design Thinking, Business Thinking and Management (1)
November 2008
- 24: Defining Strategic Stretch Goals to Stimulate Innovation in Organizations (4)
- 18: Developing better Value Propositions using the NABC Framework (0)
- 13: What would be a satisfactory solution for you? – The Importance of Empathic Employee Behavior (1)
- 10: Fostering an Innovation Mindset in Organizations (0)
- 07: User Experience Research Methods: Finding the Right One, for the Right Task at the Right Time (0)
- 05: Everything You Always Wanted to Know About Trendwatching But Were Afraid to Ask (0)
October 2008
- 22: The video that made IDEO famous – now available on YouTube (3)
- 20: INSPIRE: Insights from the Adobe Experience Design team (0)
- 09: DMI Review: Unleashing the Power of Design Thinking at IBM (0)
- 07: The Importance of Sound Design for a remarkable Customer Experience (0)
- 02: Spending time with customers and leading indicators of customer health (0)
September 2008
- 22: Job Opportunity for Experience Designers at Swisscom (0)
- 10: Satisfied Customers do indeed increase Shareholder Value (0)
- 08: Improve your Brand Authenticity: Explain your Product’s Genesis (0)
August 2008
- 22: What makes a great computer gaming experience? (3)
- 12: Customer Experience Design: The Ritz-Carlton vs. IKEA Philosophy (13)
- 07: Design Thinking in Corporations: Management Fad or indeed "The Next Big Thing"? (1)
- 05: What happens when your self-service system fails? (0)
July 2008
- 29: The virtual experience of real-world products – bridging the offline/online gap (0)
- 25: Dell Community Pulse: A thermometer of Dell’s customer satisfaction (4)
- 16: How to survive a recession: focusing on customer experiences to retain your most profitable customers (1)
- 14: Will Brick-and-Mortar retailers ban the iPhone (and other mobile phones)? (2)
- 10: Strategies and Tactics for Successful Service Recovery (1)
June 2008
- 30: 7 Improvements for Google Maps Mobile that will make it the first Mobile Killer Application (3)
- 25: Who is your customer? – Understanding the different roles of customers (1)
- 19: Google’s User Experience Principles (0)
- 13: Report: Why advocacy matters to retailers – Insights from five retail segments (0)
- 11: The Tesla Roadster: The Art of turning Green into Red (2)
- 09: Do humans really need location based services? (8)
May 2008
- 27: The Consumer Buying Circle as a Source for Service Innovation (0)
- 20: Jonathan Ive, Vice-President of Industrial Design at Apple explains Design (0)
- 20: Attending the "U² Understanding Users" Conference in Brussels (0)
- 15: Customers are satisfied but they are still not buying? How come? (0)
- 14: Thoughtful quote (0)
- 13: Mapping your customers jobs to identify breakthrough products and services (0)
- 12: The art of communicating a prototype (0)
April 2008
- 29: The story of making Microsoft Office more fun to use (1)
- 28: The confirmation/disconfirmation paradigm: why satisfied customers are not always satisfied (2)
- 18: Slides from one of the quite rare IDEO presentations (0)
- 17: The 13 Most Popular Methods for User Centered Design (3)
- 16: UXmatters: Towards a definition of experience design and a definition of customer experience (1)
- 15: Speedo: Product Innovation is still alive! (0)
- 15: Nokia to open Joint Research Lab in Switzerland (0)
- 14: BusinessWeek: "It’s All About Experience" by Founder of ZIBA Design (3)
- 14: The service recovery paradox: Increased loyalty through effective service recovery (4)
- 04: Consumer Insights from the Nordic Consumer Policy Research Conference (0)
- 02: Microsoft Surface Coming To AT&T Stores In April (0)
March 2008
- 30: One line of service design (0)
- 27: Interactive User Experience Design: Creating an Effective Online Experience (0)
- 26: Ethnography and Design: An Ethnography Primer (1)
- 25: FastCompany’s Fast 50: Innovation Leaders beyond Apple, Starbucks or Google (0)
- 24: IDEO’s latest project: EyesOpen (0)
- 21: A Definition of Service Design (3)
- 19: Service Design at the Copenhagen Institute of Interaction Design (CIID) (0)
- 17: NYT: Some Blissful Ignorance Can Cure Chronic Buyer’s Remorse (0)
- 15: The different roles of consumers (2)
- 14: A Framework for Creating Customer Value (1)
- 13: Innovation in Experiential Services – An Empirical View (1)
- 13: Do you like the atmosphere in the Hard Rock Hotel? Thank their "Vibe Manager"
- 10: Can designers rescue Chrysler?
- 10: CEL Book Review: Consumer Tribes by Bernard Cova et al. (1)
- 08: An overview of market research methods for innovation development
- 07: Seven initiatives to improve the customer experience
- 07: Malcolm Gladwell: The Coolhunt
- 04: Wired: Free! Why $0.00 Is the Future of Business
- 03: Innovation Through Design Thinking by Timothy Brown (1)
- 02: Are you a marketer?
- 01: Adobe Think Tank: On the ground running: Lessons from experience design (1)
February 2008
- 29: AdWeek: Taking Creativity to the Streets
- 28: Trendreport: Free Love (but not like in ‘69) (2)
- 27: Avenue A | Razorfish: digital outlook report 2008
- 26: The Customer Service Elite 2008
- 26: Design Serving People: Turning consumers into creators
- 23: Design Meets Research and the 6 Golden Rules of Market Research
- 22: Predicting Irrational Behavior
- 21: Harvard Business Review: My week as a Room-Service Waiter at the Ritz
- 20: Finally, I understand Facebook: It’s a game that makes you feel loved (3)
- 19: DMR: Customer Loyalty and the Elements of User Experience
- 19: Future Consumer Study by Capgemini
- 18: Best Practices in Ethnography
- 17: BusinessWeek Magazine: Building the Perfect Laptop
- 16: DMI Article: Innovation, Growth, and Getting to Where You Want to Go
- 15: Trendwatching Report: Eight important consumer trends for 2008
- 14: Ten low-costs methods for spotting consumer trends
- 13: Deeper Customer Insight
- 12: Nokia Open Studio
- 11: Mobile Social Networking and Instant Messaging
- 10: Business Model Design: Simplicity Wins
- 04: Customer Value and Customer Process: Two building blocks for building customer experiences
- 03: A Selection of articles on Customer Experience Management
- 01: Red Bulletin: The Gold Standard for Customer Magazines
December 2007
- 17: Michael Jones, CTO of Google Earth and the courage to innovate (1)
- 14: The place to be in February ‘08: lift conference in Geneva
November 2007
October 2007
- 15: Design thinking not suitable for the boardroom?
- 14: Thoughtful quote
- 13: Concept Design: How to solve complex problems of our time
September 2007
July 2007
June 2007
- 29: Three Lessons you can learn from Apple’s iPhone launch (0)
- 23: the customer experience labs featured on the Carnival of Small Business Issues
- 16: Design is the new Management Consultancy?
- 15: Customer Experience Design gone wrong…. (0)
- 15: Is Apple really that Innovative? (0)
- 14: The real key to delivering a perfect customer experience (0)
- 11: The 25 most common sales mistakes and how to avoid them
- 08: Stories of Great Customer Experiences: #1 American Airlines, United Airlines (0)
- 05: Three billion people under 25: a lot of customers (0)
- 05: The customer experience at The Ritz-Carlton Tokyo (0)
- 05: Is Apple setting expectations too high with the iPhone? (0)
- 03: Customer Win-Back: How NOT to do it! (0)
- 03: Rewarding your customers to spread ideas (a.k.a. build your brand) (0)
May 2007
- 30: Time to bury your keyboard and mouse (1)
- 29: 2×3 steps to be in charge of your inbox (again) (0)
- 28: Wanted: a vision and the ability to realize it! (0)
- 15: Steve really wanted to make a company (0)
April 2007
- 18: Show me your mobile phone, and I tell you who you are! (0)
- 18: On tough presentations…. (0)
- 18: The PC vs. Mac battle (0)
March 2007
- 29: Twitter creates a new business model for mobile phone providers (1)
- 29: TED: Ideas worth spreading (0)
- 15: Spot the next consumer trend! (2)
- 15: Stop listening to customer praise, listen to customer complaints (0)
- 14: Reaping the fruits of user communities (0)
- 13: 10 (minus 2) questions you should answer for your business (0)
Subscribe to the Customer Experience Labs RSS Feed
Customer Experience Newsletter
