CATEGORY Archive: Customer Experience

Giving the Customers What They “Really” Want – Implicit Needs and Web Application Design

Best practices and guidelines about online customer experience emphasize the idea of giving the customers “what they want” or “what they’re really looking for”. This is a quick tip to getting it right in most cases. Yet without taking into account who your specific customer is, in the end it will mean exactly nothing. Web experience managers must always carefully evaluate how they can meet their customers’ needs. While explicit needs are easier to point out, the implicit needs are…
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Smartphones and the Evolution of the App

In the age of the smartphone, applications must go native or evolve into a new beast; the hybrid app. Everything happens faster in the digital jungle. There, it’s the survival of the fittest and quickest. The mind boggling speed with which the terrain can change is nowhere more obvious than with the effortless, onward march of the app into our lives. Online banking has been well and truly changed by the arrival of mobile apps. You only have to look…
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Lean UX: Laying the Foundation for Continuous Innovation

Inspired by Lean and Agile development theories, Lean UX is the practice of bringing the true nature of our work to light faster, with less emphasis on deliverables and greater focus on the actual experience being designed. – Jeff Gothelf Lean UX is as much a philosophy as it a set of practices, all geared towards trimming the fat from the way all companies create customer experiences. In a nutshell, the reason why digital innovators are now singing the virtues…
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Experiential Innovation for Bankers Webinar – The Recap

For those of you who couldn’t sign in to last week’s webinar with Senteo’s Michael Ruckman, here’s a taste of what you missed. Michael got things started by talking about the nature of customer experience, what most of us understand by this much-used term and how businesses generally, and banks in particular, attempt to quantify it. He went on to explain that traditionally, banks have been motivated to provide a good customer experience in order to ensure customer retention. However,…
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Through the Portal: Providing a Great Customer Experience

Much like Alice through the looking glass, the idea that optimizing customer experience means showing consumers less rather than more may seem a little strange, but there’s no denying it’s exactly what they want. Let’s think about it from a retail perspective. When you enter a store, it’s reassuring to see that there’s a knowledgeable staff member on hand should you need them. Ideally, they’ll greet you and let you make your way around the store until you need advice…
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