November 30, 2010

Understanding the customer experience - HBR

November 30, 2010/ Erik Posthuma

To be really successful on a long-term basis, customer experience needs to be seen as all these things, and more. It is the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the entire arc of being a customer.

via blogs.hbr.org

Adam Richardson at frog design is writing a series on the customer experience and how to improve it. Looks like it will be packed with great insight.

Experience Engineer

I help brands and customers interact with each other through static, interactive, and human touch points. I look especially at the crossing of online - offline, focusing on what makes a customer experience shareable & remarkable.

I lead the Singapore office of Edge Asia

I help brands and customers interact with each other.

I look especially at the crossing of online - offline, focusing on what makes a customer experience shareable & remarkable. I lead growth for Aleph-Labs.