It’s pretty common now to think of user experience (website or mobile design) in terms of customer experience design (how customers experience your overall brand). The Omni Chanel trends have made this even more necessary in today’s world. The way I think about it is that customers (on the right hand side) have both primary and secondary needs. Traditionally […]
Recently, a reader of my book asked me about The Principle of External Reinforcement. Her point was that most organizations are now anyway helping people buy what they need. So what exactly is the purpose of this principle? First, if you are already doing that, then its awesome. It doesn’t really invalidate the principle, only helps support it, right? Second, and more […]
We all know that product or service reviews are helpful in positively influencing the propensity of customer to buy. However, most research in this space has focused on the product and the moment of purchase. Lets evaluate some very important dimensions of customer engagement. If we put ourselves in our customers’ shoes, we realize that a product feature specific review is only partially […]