Quy tắc Đỉnh-Kết cho rằng mọi người đánh giá một trải nghiệm dựa trên cảm giác của họ khi nó đạt đến đỉnh điểm và lúc nó kết thúc, chứ không phải trung bình của mỗi thời điểm. Và điều đó đúng cho cả trải nghiệm tốt hay xấu. Các
Discover why universal human behavior traits are key to a successful XM activation. Experience management (XM) is becoming increasingly vital to organizations’ long-term business success. Understanding human behavior – how and why people act the way they do – can help you design and execute more emotionally engaging experiences. Why human
Continue readingUnderstanding human behavior: The softer side of experience management
Each year, I compile a list of customer-centric companies. These are the organizations that are leading in customer centricity, innovation, employee experience and sustainability. But like many things, customer-centricity looks different in 2020. This year showed what companies will do when their backs are against the wall. Faced with an
Continue reading25 Of The Most Customer-Centric Companies From 2020
CES may have looked different this year with its virtual format, but the world’s largest tech trade show is still the go-to place for the newest gadgets and concepts. CES 2021 wrapped up last week with a wave of new products and announcements that not only impact customers but how
Hulu has slowly been creating one of the best digital content customer experiences out there. The streaming wars are in full swing, with 2020 bringing new entrants like HBO Max and Peacock to fight against the long-time favorites. The battle for streaming viewers essentially comes down to two main factors: libraryand experience.
Continue reading10 Ways Hulu Is Building A Customer Experience To Rival Netflix
#1. Don’t worry about industry review. Have relentless focus on the fans/customers. Praise in trade magazines or getting awards means nothing unless your customers love you.#2. Make products for your customers. Keep it simple. & Like Steve Jobs: start with the customers and work backwards to the product.#3. Make it
Continue reading4 Lessons from the most customer-centric rock genre