There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.Sam Walton
“Emotions are critical to any customer experience, whether B2B or B2C, and a great customer journey map sheds light on these emotions. Personally, I’m not a fan of using the smiley and frowning emoticons prevalent in many journey maps, but the information does need to be conveyed somehow.”
If you designing a net-new customer journey, you’ll just have to guess what your customer’s emotions are, Existing customer journeys can be measured with attitudinal metrics.
Always. Test. In. Market.
Testing is the biggest no-brainer, and the killer of most stupid ideas… Testing is great because you can get the most important person’s opinion: the customer’s.Avinash Kaushik
I have seen well tested products fail. Don’t just test during your development cycle and think you’re done. You need to test in market as well. Usability tests are great – but remember the sample sizes or panel
demographics motivation can skew your results. Many test participants want to please their moderators or appear smart.
“People have different opinions about what constitutes good web design and what doesn’t.”
What is it about web design that compels people to share their opinion without any expertise in the field?
“Great designers not only bring experience and good ideas for building a perfect website, but they also know how to adjust their design for more conversions and better engagement according to user experience.”
They say a year in the Internet business is like a dog year.. equivalent to seven years in a regular person's life. In other words, it's evolving fast and faster.Vint Cerf
Blog post I wrote for the ForeSee blog in January 2014. http://www.foresee.com/financial-institutions-need-earn-customer-satisfaction-mobile-experience-buy/