If you really want to put the customer first, it is important that you really focus your strategy and communication on them. Make sure you constantly address their needs and goals so that you can respond to them. Creating personas will help you achieve this.
Developing new services is a process that many companies get stuck in. The main pitfall to overcome is the switch from a product focus to an audience focus. But how do you achieve that? Mark shares his tips and experiences.
There is a big difference between the ambition and the reality of Customer Experience design. In this article we show with a number of examples the difference between ambition and reality, and we share our vision how you can make your ambition become reality.
What does humor do for your customer experience? And how can you use humor to give your customer that surprising experience? In this article Laura shares tips and insights about the use of humor for a good customer experience.