Dave Fish: Lessons from the Field on Human-Centered Experiential Design
6 Rules of User Experience Design to Make Technology Helpful, Not Burdensome
Any damn fool can make something complex; it takes a genius to make something simple.—Pete SeegerAs a happy byproduct of the global pandemic my...
Surfing, Monkeys, and Why You Can’t Design Experiences
"Pura Vida!" our host yelled as we maneuvered down the gravel road on a balmy summer evening.
We were road weary after a five-hour plane...
10 Leading Indicators of Horrible CX… and How to Fix
I remember staying at a luxury resort in Florida where I was giving a presentation on CX… back in the day when those things...
Biophilic Design: The Secret CX Design Element Hiding in Plain Sight
Close your eyes and think about your most memorable positive experiences from your past.
Hopefully you’ve opened your eyes by now.
Now ask yourself, where were...
A Recipe for CX Success: It’s About Authenticity, Not Perfection
As a child I always marveled at my mother’s recipe box (handed down from her mother). It is an overstuffed box that is an...
A Step-by-Step Field Guide for Building a CX Program: Plan, Know, and Do!
Much has been made about the lack of progress in CX and the impotency of ‘Insights’ in making a meaningful difference to the business....
Time to Redefine Market Research from Process to Outcomes
I conducted my first class for the Fall Semester at the University of Arkansas the other night. I am teaching a 300-level course in...
How to Create a Common Categorization Framework for Your Unstructured Customer Feedback
Tony Manero is the president of the burgeoning vintage clothing store Disco Inferno. What started off as a passionate hobby blossomed into a national...
Market Research and VOC are Broken. Here are 5 Ways to Fix
The biggest failing of the market research industry over the last 100 years is in its impotency in exacting meaningful change.
Sure, it has it...
Out of the Box CX Reinvention
It was Easter morning. My wife always tries to make things special for our two little girls. Today was no exception as she prepared...
Heroes and Zeroes: How Organizations are Treating Customers and Employees During the COVID-19 Pandemic
By Dave Fish, Michelle Tunney, and Landry Chopin
With unemployment predicted to reach 30% caused by a pandemic of truly biblical proportions, panicked human beings...
Treating Your Co-Workers Like Customers: How To Set Up Your Internal CX Metrics
Being an unusually warm Super Bowl Sunday, the citizens of the tiny town of Bentonville, Arkansas were out and about before the big game.
My...
Segmentation: The Key to Improving CX for Customers That Matter Most
“A FOUR, WE GOT A FOUR!???” I yelled at my smart phone.
I stared at the number in disbelief.
I looked at my wife who shrugged.
It...
6 Cures for Solutionitis, a Benevolent Plague Infecting Your Organization
Oyster forks, responsive speed bumps, beer holder hats, ‘smart’ glasses that block out TV ads…one has to wonder if these innovations are really necessary....
The Final Journey: CX and the Death of a Loved One
My dad passed away in January. A lifelong insurance man, Roger was well organized, well-liked, and, I think, a well-respected community member. He was...
From Practitioner to Proprietor: 9 CX Learnings from Airbnb to Apply to Your Business
Julius Caesar once said, “experience is the teacher of all things.” Sadly, those that are experienced don’t always teach and more worrisome is that...
CX’s Biggest Problem is Finding the RIGHT Problem
In 1936 Union Pacific Railroad had a client problem.
They saw their customer experience problem as a need to help their mining clients more quickly...
Stop the Madness, Get Off the CX Incentive Juice
“If you don’t give me all 10s, I will get fired,” the young saleswoman at the luxury automotive dealer told me.
I was silent for...
Culture May Eat Strategy for Breakfast, but CX Prefers Pizza for Lunch
God. Football. Pizza.
That’s the life priorities in my small hometown of Berwick in Northeast Pennsylvania. When alone, some locals will confide that their priorities...
Stop Blaming the Help. How Companies Stymie Great CX
"I'm giving my two weeks' notice today", the young women with the blue hair told me as she struggled to assign me a storage...