July 2008

• 16: How to survive a recession: focusing on customer experiences to retain your most profitable customers (1)
• 14: Will Brick-and-Mortar retailers ban the iPhone (and other mobile phones)? (1)
• 10: Strategies and Tactics for Successful Service Recovery (1)

June 2008

• 30: 7 Improvements for Google Maps Mobile that will make it the first Mobile Killer Application (3)
• 25: Who is your customer? - Understanding the different roles of customers (0)
• 19: Google’s User Experience Principles (0)
• 13: Report: Why advocacy matters to retailers - Insights from five retail segments (0)
• 11: The Tesla Roadster: The Art of turning Green into Red (0)
• 09: Do humans really need location based services? (8)

May 2008

• 27: The Consumer Buying Circle as a Source for Service Innovation (0)
• 20: Jonathan Ive, Vice-President of Industrial Design at Apple explains Design (0)
• 20: Attending the "U² Understanding Users" Conference in Brussels (0)
• 15: Customers are satisfied but they are still not buying? How come? (0)
• 14: Thoughtful quote (0)
• 13: Mapping your customers jobs to identify breakthrough products and services (0)
• 12: The art of communicating a prototype (0)

April 2008

• 29: The story of making Microsoft Office more fun to use (0)
• 28: The confirmation/disconfirmation paradigm: why satisfied customers are not always satisfied (1)
• 18: Slides from one of the quite rare IDEO presentations (0)
• 17: The 13 Most Popular Methods for User Centered Design (2)
• 16: UXmatters: Towards a definition of experience design and a definition of customer experience (1)
• 15: Speedo: Product Innovation is still alive! (0)
• 15: Nokia to open Joint Research Lab in Switzerland (0)
• 14: BusinessWeek: "It’s All About Experience" by Founder of ZIBA Design (1)
• 14: The service recovery paradox: Increased loyalty through effective service recovery (0)
• 04: Consumer Insights from the Nordic Consumer Policy Research Conference (0)
• 02: Microsoft Surface Coming To AT&T Stores In April (0)

March 2008

• 30: One line of service design (0)
• 27: Interactive User Experience Design: Creating an Effective Online Experience (0)
• 26: Ethnography and Design: An Ethnography Primer (0)
• 25: FastCompany’s Fast 50: Innovation Leaders beyond Apple, Starbucks or Google (0)
• 24: IDEO’s latest project: EyesOpen (0)
• 21: A Definition of Service Design (3)
• 19: Service Design at the Copenhagen Institute of Interaction Design (CIID) (0)
• 17: NYT: Some Blissful Ignorance Can Cure Chronic Buyer’s Remorse (0)
• 15: The different roles of consumers (2)
• 14: A Framework for Creating Customer Value
• 13: Innovation in Experiential Services – An Empirical View (1)
• 13: Do you like the atmosphere in the Hard Rock Hotel? Thank their "Vibe Manager"
• 10: Can designers rescue Chrysler?
• 10: CEL Book Review: Consumer Tribes by Bernard Cova et al. (1)
• 08: An overview of market research methods for innovation development
• 07: Seven initiatives to improve the customer experience
• 07: Malcolm Gladwell: The Coolhunt
• 04: Wired: Free! Why $0.00 Is the Future of Business
• 03: Innovation Through Design Thinking by Timothy Brown (1)
• 02: Are you a marketer?
• 01: Adobe Think Tank: On the ground running: Lessons from experience design (1)

February 2008

• 29: AdWeek: Taking Creativity to the Streets
• 28: Trendreport: Free Love (but not like in ‘69) (2)
• 27: Avenue A | Razorfish: digital outlook report 2008
• 26: The Customer Service Elite 2008
• 26: Design Serving People: Turning consumers into creators
• 23: Design Meets Research and the 6 Golden Rules of Market Research
• 22: Predicting Irrational Behavior
• 21: Harvard Business Review: My week as a Room-Service Waiter at the Ritz
• 20: Finally, I understand Facebook: It’s a game that makes you feel loved (2)
• 19: DMR: Customer Loyalty and the Elements of User Experience
• 19: Future Consumer Study by Capgemini
• 18: Best Practices in Ethnography
• 17: BusinessWeek Magazine: Building the Perfect Laptop
• 16: DMI Article: Innovation, Growth, and Getting to Where You Want to Go
• 15: Trendwatching Report: Eight important consumer trends for 2008
• 14: Ten low-costs methods for spotting consumer trends
• 13: Deeper Customer Insight
• 12: Nokia Open Studio
• 11: Mobile Social Networking and Instant Messaging
• 10: Business Model Design: Simplicity Wins
• 04: Customer Value and Customer Process: Two building blocks for building customer experiences
• 03: A Selection of articles on Customer Experience Management
• 01: Red Bulletin: The Gold Standard for Customer Magazines

December 2007

• 17: Michael Jones, CTO of Google Earth and the courage to innovate (1)
• 14: The place to be in February ‘08: lift conference in Geneva

November 2007

• 26: The secret life of cars and what they reveal about us

October 2007

• 15: Design thinking not suitable for the boardroom?
• 14: Thoughtful quote
• 13: Concept Design: How to solve complex problems of our time

September 2007

• 27: TED talk: John Maeda | Simplicity

July 2007

• 04: Organizational requirements for designing and delivering Customer Experiences

June 2007

• 29: Three Lessons you can learn from Apple’s iPhone launch (0)
• 23: the customer experience labs featured on the Carnival of Small Business Issues
• 16: Design is the new Management Consultancy?
• 15: Customer Experience Design gone wrong…. (0)
• 15: Is Apple really that Innovative? (0)
• 14: The real key to delivering a perfect customer experience (0)
• 11: The 25 most common sales mistakes and how to avoid them
• 08: Stories of Great Customer Experiences: #1 American Airlines, United Airlines (0)
• 07: How to be productive like Bill Gates, Marc Andreessen or Howard Schulz (0)
• 05: Three billion people under 25: a lot of customers (0)
• 05: The customer experience at The Ritz-Carlton Tokyo (0)
• 05: Is Apple setting expectations too high with the iPhone? (0)
• 03: Customer Win-Back: How NOT to do it! (0)
• 03: Rewarding your customers to spread ideas (a.k.a. build your brand) (0)

May 2007

• 30: Time to bury your keyboard and mouse (1)
• 29: 2×3 steps to be in charge of your inbox (again) (0)
• 28: Wanted: a vision and the ability to realize it! (0)
• 15: Steve really wanted to make a company (0)

April 2007

• 18: Show me your mobile phone, and I tell you who you are! (0)
• 18: On tough presentations…. (0)
• 18: The PC vs. Mac battle (0)

March 2007

• 29: Twitter creates a new business model for mobile phone providers (0)
• 29: TED: Ideas worth spreading (0)
• 15: Spot the next consumer trend! (1)
• 15: Stop listening to customer praise, listen to customer complaints (0)
• 14: Reaping the fruits of user communities (0)
• 13: 10 (minus 2) questions you should answer for your business (0)