Rick Harris

Has customer journey mapping lost the plot?

In this article, leading customer experience designer Rick Harris argues that the now generic view of customer journey maps is out-dated. He predicts that...

Advanced Customer Journey Mapping– Embracing the Multi-Tasking Customer

This article, by leading UK customer experience designer Rick Harris, explores the behaviour of customers seeking to juggle many tasks simultaneously. It will argue...

“I’m sorry – we’re fresh out of service”

I had an interesting lesson today, delivered by Virgin East Coast, one of the UK’s rail franchises, operating the historic line connecting the two...

What’s the most common flaw in customer journey design?

Even though customer journey maps are now commonplace in large organisations, the design process for creating them is far from standardised. There can be...

How to test if a customer promise is truly ‘customer-centric’

These days, it seems that every big company has rewritten its Mission statement and brand values to be ‘all about the customer’. Financial services tend...

How to recognise an experiential brand

Photo by Loimere - http://flic.kr/p/8HRbjC It's very cool to frame your brand as an 'experience' these days. But what does it actually mean? And can...

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