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- AdWeek: Taking Creativity to the Streets
- Is Apple really that Innovative?
- Jonathan Ive, Vice-President of Industrial Design at Apple explains Design
- Three Lessons you can learn from Apple's iPhone launch
- CEL Book Review: Consumer Tribes by Bernard Cova et al.
- Do you want to create a cult brand? Then focus on your tribe and not on your products!
- Five Use Cases to Leverage Twitter for your Business
- Harvard Business Review: My week as a Room-Service Waiter at the Ritz
- Rewarding your customers to spread ideas (a.k.a. build your brand)
- Business Model Design: Simplicity Wins
- Wired: Free! Why $0.00 Is the Future of Business
- 10 (minus 2) questions you should answer for your business
- A Framework for Creating Customer Value
- An overview of market research methods for innovation development
- Best Practices in Ethnography
- Design Meets Research and the 6 Golden Rules of Market Research
- Human Centered Design Toolkit from IDEO
- Rewarding your customers to spread ideas (a.k.a. build your brand)
- Strategies and Tactics for Successful Service Recovery
- Ten low-costs methods for spotting consumer trends
- The 25 most common sales mistakes and how to avoid them
- Attending the "U² Understanding Users" Conference in Brussels
- Design Thinking and Business Innovation: Final Presentations at the University of St. Gallen on July 6th, 2009
- Interested in Design & Innovation? Don’t miss Stanford Design EXPE 09, June 1st – 6th
- NYT: Some Blissful Ignorance Can Cure Chronic Buyer’s Remorse
- Understanding Facebook, the FarmVille phenomenon and the future of social gaming
- A Selection of articles on Customer Experience Management
- Adobe Think Tank: On the ground running: Lessons from experience design
- Amazon CEO Jeff Bezos explains Customer Experience
- Are you still serving your customers or do you already “Wow” them? The Elements of Wow Experiences
- BusinessWeek: "It's All About Experience" by Founder of ZIBA Design
- Can designers rescue Chrysler?
- Customer Experience Design gone wrong....
- Customer Experience Design: The Ritz-Carlton vs. IKEA Philosophy
- Customer Experience Labs: Reflections on 2009 and an outlook on 2010
- Customer Value and Customer Process: Two building blocks for building customer experiences
- Design Serving People: Turning consumers into creators
- DMR: Customer Loyalty and the Elements of User Experience
- Do you like the atmosphere in the Hard Rock Hotel? Thank their "Vibe Manager"
- Does your corporate vocabulary reflect your corporate strategy?
- Future Consumer Study by Capgemini
- Harvard Business Review: My week as a Room-Service Waiter at the Ritz
- How to survive a recession: focusing on customer experiences to retain your most profitable customers
- INSPIRE: Insights from the Adobe Experience Design team
- Microsoft envisions the future of work and life in 2019
- Microsoft Surface Coming To AT&T Stores In April
- Organizational requirements for designing and delivering Customer Experiences
- Patients watching many medical TV series are less satisfied with patient experiences in hospital
- Red Bulletin: The Gold Standard for Customer Magazines
- Remarkable customer experiences with good enough products
- Report: Why advocacy matters to retailers - Insights from five retail segments
- Scaling a Service Business: Lessons Learned from IBM
- Seven initiatives to improve the customer experience
- Stories of Great Customer Experiences: #1 American Airlines, United Airlines
- TED talk: John Maeda | Simplicity
- The customer experience at The Ritz-Carlton Tokyo
- The Difference Between Staged And Real Customer Experiences
- The Importance of Sound Design for a remarkable Customer Experience
- The one thing you need to know about creating a remarkable retail shopping experience
- The real key to delivering a perfect customer experience
- The secret life of cars and what they reveal about us
- The Struggle between Short-Term Profits and Remarkable Customer Experiences
- UXmatters: Towards a definition of experience design and a definition of customer experience
- What makes a great computer gaming experience?
- Reaping the fruits of user communities
- Stop listening to customer praise, listen to customer complaints
- Stories of Great Customer Experiences: #1 American Airlines, United Airlines
- Three Lessons you can learn from Apple's iPhone launch
- Avenue A | Razorfish: digital outlook report 2008
- Best Practices in Ethnography
- CEL Book Review: Consumer Tribes by Bernard Cova et al.
- Consumer Insights from the Nordic Consumer Policy Research Conference
- Deeper Customer Insight
- Design Meets Research and the 6 Golden Rules of Market Research
- Design Serving People: Turning consumers into creators
- Do humans really need location based services?
- Finally, I understand Facebook: It's a game that makes you feel loved
- Future Consumer Study by Capgemini
- IDEO’s latest project: EyesOpen
- Malcolm Gladwell: The Coolhunt
- Nokia Open Studio
- Predicting Irrational Behavior
- Spending time with customers and leading indicators of customer health
- Ten low-costs methods for spotting consumer trends
- The different roles of consumers
- Trendwatching Report: Eight important consumer trends for 2008
- Customer Value and Customer Process: Two building blocks for building customer experiences
- Mapping your customers jobs to identify breakthrough products and services
- The Consumer Buying Circle as a Source for Service Innovation
- Customer Win-Back: How NOT to do it!
- DMR: Customer Loyalty and the Elements of User Experience
- Red Bulletin: The Gold Standard for Customer Magazines
- Stop listening to customer praise, listen to customer complaints
- Customers are satisfied but they are still not buying? How come?
- Satisfied Customers do indeed increase Shareholder Value
- The confirmation/disconfirmation paradigm: why satisfied customers are not always satisfied
- The relationship between customer satisfaction, loyalty and repurchase behavior
- WSJ: Making the Most Of Customer Complaints
- Dell Community Pulse: A thermometer of Dell's customer satisfaction
- Patients watching many medical TV series are less satisfied with patient experiences in hospital
- The Customer Service Elite 2008
- The service recovery paradox: Increased loyalty through effective service recovery
- Trends in Customer Service: Customer Service by Volunteers
- What happens when your self-service system fails?
- What would be a satisfactory solution for you? – The Importance of Empathic Employee Behavior
- WSJ: Making the Most Of Customer Complaints
- A Framework for Creating Customer Value
- Customer Value and Customer Process: Two building blocks for building customer experiences
- Customers are satisfied but they are still not buying? How come?
- Developing better Value Propositions using the NABC Framework
- Remarkable customer experiences with good enough products
- The missing value proposition of sustainability
- Customer Win-Back: How NOT to do it!
- Stop listening to customer praise, listen to customer complaints
- Three Lessons you can learn from Apple's iPhone launch
- 顾客经验设计：Ritz-Carlton vs. IKEA思维
- 顧客經驗設計：Ritz-Carlton vs. IKEA思維
- 12 students, 10 months, 3 corporate partners, working on the next big idea
- Concept Design: How to solve complex problems of our time
- Design is the new Management Consultancy?
- Design Serving People: Turning consumers into creators
- Design Thinking in Corporations: Management Fad or indeed "The Next Big Thing"?
- Design thinking not suitable for the boardroom?
- DMI Article: Innovation, Growth, and Getting to Where You Want to Go
- DMI Review: Unleashing the Power of Design Thinking at IBM
- How do you design? A Compendium of Models by Hugh Dubberly
- Human Centered Design Toolkit from IDEO
- IDEO’s latest project: EyesOpen
- Innovation Through Design Thinking by Timothy Brown
- Quotes on the Challenges of Design Thinking, Business Thinking and Management
- Slides from one of the quite rare IDEO presentations
- The Relationship between Design Thinking and Innovation
- The Role of Design in an Economic Downturn
- The video that made IDEO famous - now available on YouTube
- Strategien zur Gestaltung des Kundenerlebnisses: Die Ritz-Carlton Philosophie vs. die IKEA Philosophie
- Best Practices in Ethnography
- Design Meets Research and the 6 Golden Rules of Market Research
- Ethnography and Design: An Ethnography Primer
- IDEO’s latest project: EyesOpen
- Adobe Think Tank: On the ground running: Lessons from experience design
- Bill Buxton on Design & Return on Experience
- Innovation in Experiential Services – An Empirical View
- The one thing you need to know about creating a remarkable retail shopping experience
- UXmatters: Towards a definition of experience design and a definition of customer experience
- Customer Experience Labs: Reflections on 2009 and an outlook on 2010
- Microsoft envisions the future of work and life in 2019
- 2x3 steps to be in charge of your inbox (again)
- The missing value proposition of sustainability
- The Tesla Roadster: The Art of turning Green into Red
- Human Centered Design Toolkit from IDEO
- Are you a marketer?
- BusinessWeek Magazine: Building the Perfect Laptop
- Finally, I understand Facebook: It's a game that makes you feel loved
- Rewarding your customers to spread ideas (a.k.a. build your brand)
- TED talk: John Maeda | Simplicity
- The customer experience at The Ritz-Carlton Tokyo
- The place to be in February ‘08: lift conference in Geneva
- Three billion people under 25: a lot of customers
- Trendreport: Free Love (but not like in '69)
- Trendwatching Report: Eight important consumer trends for 2008
- Understanding Facebook, the FarmVille phenomenon and the future of social gaming
- Scaling a Service Business: Lessons Learned from IBM
- An overview of market research methods for innovation development
- BusinessWeek Magazine: Building the Perfect Laptop
- Can designers rescue Chrysler?
- Concept Design: How to solve complex problems of our time
- DMI Article: Innovation, Growth, and Getting to Where You Want to Go
- FastCompany's Fast 50: Innovation Leaders beyond Apple, Starbucks or Google
- Fostering an Innovation Mindset in Organizations
- Human Centered Design Toolkit from IDEO
- Interested in Design & Innovation? Don’t miss Stanford Design EXPE 09, June 1st – 6th
- Is Apple really that Innovative?
- Is Apple setting expectations too high with the iPhone?
- Nokia Open Studio
- Nokia to open Joint Research Lab in Switzerland
- Only 8% of Internet user know what a browser is, do we have to rethink how we market browser?
- Organizational requirements for designing and delivering Customer Experiences
- Reaping the fruits of user communities
- Spot the next consumer trend!
- TED: Ideas worth spreading
- The Relationship between Design Thinking and Innovation
- The Role of Design in an Economic Downturn
- The virtual experience of real-world products - bridging the offline/online gap
- Three Lessons you can learn from Apple's iPhone launch
- Time to bury your keyboard and mouse
- Understanding Facebook, the FarmVille phenomenon and the future of social gaming
- Wired: Free! Why $0.00 Is the Future of Business
- Job Opportunity for Experience Designers at Swisscom
- Finally, I understand Facebook: It's a game that makes you feel loved
- lift09: A great conference exploring “Where did the future go?”
- Mobile Social Networking and Instant Messaging
- Nokia Open Studio
- How to survive a recession: focusing on customer experiences to retain your most profitable customers
- The relationship between customer satisfaction, loyalty and repurchase behavior
- 12 students, 10 months, 3 corporate partners, working on the next big idea
- Defining Strategic Stretch Goals to Stimulate Innovation in Organizations
- Fostering an Innovation Mindset in Organizations
- INSPIRE: Insights from the Adobe Experience Design team
- The Difference Between Staged And Real Customer Experiences
- The Role of Design in an Economic Downturn
- Five Use Cases to Leverage Twitter for your Business
- Spending time with customers and leading indicators of customer health
- The different roles of consumers
- An overview of market research methods for innovation development
- Developing better Value Propositions using the NABC Framework
- How do you design? A Compendium of Models by Hugh Dubberly
- Human Centered Design Toolkit from IDEO
- The 13 Most Popular Methods for User Centered Design
- User Experience Research Methods: Finding the Right One, for the Right Task at the Right Time
- Who is your customer? - Understanding the different roles of customers
- 7 Improvements for Google Maps Mobile that will make it the first Mobile Killer Application
- Do humans really need location based services?
- Will Brick-and-Mortar retailers ban the iPhone (and other mobile phones)?
- Speedo: Product Innovation is still alive!
- 2x3 steps to be in charge of your inbox (again)
- Improve your Brand Authenticity: Explain your Product's Genesis
- The art of communicating a prototype
- Report: Why advocacy matters to retailers - Insights from five retail segments
- The one thing you need to know about creating a remarkable retail shopping experience
- The virtual experience of real-world products - bridging the offline/online gap
- Will Brick-and-Mortar retailers ban the iPhone (and other mobile phones)?
- The 25 most common sales mistakes and how to avoid them
- the customer experience labs featured on the Carnival of Small Business Issues
- The Importance of Sound Design for a remarkable Customer Experience
- A Definition of Service Design
- Innovation in Experiential Services – An Empirical View
- One line of service design
- Scaling a Service Business: Lessons Learned from IBM
- Service Design at the Copenhagen Institute of Interaction Design (CIID)
- Strategies and Tactics for Successful Service Recovery
- The Consumer Buying Circle as a Source for Service Innovation
- What happens when your self-service system fails?
- Who is your customer? - Understanding the different roles of customers
- Business Model Design: Simplicity Wins
- Steve really wanted to make a company
- 10 (minus 2) questions you should answer for your business
- Avenue A | Razorfish: digital outlook report 2008
- Deeper Customer Insight
- Defining Strategic Stretch Goals to Stimulate Innovation in Organizations
- Design thinking not suitable for the boardroom?
- Does your corporate vocabulary reflect your corporate strategy?
- Organizational requirements for designing and delivering Customer Experiences
- The Struggle between Short-Term Profits and Remarkable Customer Experiences
- Nokia to open Joint Research Lab in Switzerland
- Microsoft Surface Coming To AT&T Stores In April
- Is Apple really that Innovative?
- Is Apple setting expectations too high with the iPhone?
- On tough presentations....
- Rewarding your customers to spread ideas (a.k.a. build your brand)
- Stories of Great Customer Experiences: #1 American Airlines, United Airlines
- TED: Ideas worth spreading
- The PC vs. Mac battle
- The real key to delivering a perfect customer experience
- Three Lessons you can learn from Apple's iPhone launch
- Twitter creates a new business model for mobile phone providers
- Wanted: a vision and the ability to realize it!
- Adobe Think Tank: On the ground running: Lessons from experience design
- Are you a marketer?
- Michael Jones, CTO of Google Earth and the courage to innovate
- Thoughtful quote
- Thoughtful quote
- What makes a great computer gaming experience?
- AdWeek: Taking Creativity to the Streets
- Avenue A | Razorfish: digital outlook report 2008
- Concept Design: How to solve complex problems of our time
- Everything You Always Wanted to Know About Trendwatching But Were Afraid to Ask
- Five Use Cases to Leverage Twitter for your Business
- Malcolm Gladwell: The Coolhunt
- Microsoft envisions the future of work and life in 2019
- Mobile Social Networking and Instant Messaging
- Show me your mobile phone, and I tell you who you are!
- Spot the next consumer trend!
- TED talk: John Maeda | Simplicity
- TED: Ideas worth spreading
- The secret life of cars and what they reveal about us
- Three billion people under 25: a lot of customers
- Time to bury your keyboard and mouse
- Trendreport: Free Love (but not like in '69)
- Trendwatching Report: Eight important consumer trends for 2008
- Twitter creates a new business model for mobile phone providers
- Wired: Free! Why $0.00 Is the Future of Business
- About
- Archives by Category
- Archives by Month
- The 13 Most Popular Methods for User Centered Design
- User Experience Research Methods: Finding the Right One, for the Right Task at the Right Time
- 7 Improvements for Google Maps Mobile that will make it the first Mobile Killer Application
- Google's User Experience Principles
- Interactive User Experience Design: Creating an Effective Online Experience
- Only 8% of Internet user know what a browser is, do we have to rethink how we market browser?
- The story of making Microsoft Office more fun to use
- User Experience Practices of YouTube, Nokia, Microsoft and Apple
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