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Part 6: Making Changes To The Customer Experience
Once the customer experience is in the market and you are actively managing it (everyday) there will come a time when making a change to is warranted, demanded, or desired. Making a change is different than managing the experience. Managing the customer experience...
Part 5: Managing The Customer Experience
In our experience most customer experiences go haywire for two reasons: It wasn't intentionally designed in the first place It isn't managed We broadly covered the first issue in part 3 of this series (and will do so in more detail in the coming weeks). Let's start...
Part 4: Executing The Customer Experience Design
As a reminder of where we are in the 6 part series: we have defined customer experience, we have gotten sponsorship from a strong executive and he or she has marshalled the organization, we have learned all the important things that matter for our customer experience...
Part 3: Choosing The Right Experience (For Your Customers)
The experience itself is the The Big Show, right? You may have noticed that in this 6 part series only 1 of the days is dedicated to talking about what the experience itself is and the other 5, more or less, are focused on how to make it happen. This is intentional....
Part 2: Organizational Fortitude
Most people agree that having, and providing, a great customer experience makes sense. Ceatro Group rarely encounters an executive that doesn't wholeheartedly agree with the notion that great customer experience improves revenue, loyalty, and satisfaction across the...
What Is The Difference Between Customer Experience And User Experience?
The language tends to blur together causing confusion in job descriptions, when hiring a firm to support a project, and in explaining what you are trying to accomplish. Customer experience (CX) and user experience (UX) are not the same thing but they are...
Forrester Research includes Ceatro Group in 2 Reports
Forrester analyzes the service design and customer experience vendor landscape. We are proud to be an early player in the space. “The State of Service Design, 2013: A Sea Of Small Agencies Delivers Strategic Customer Experience Offerings" “Service Design Agency...
Engineers And Marketing Can (And Must) Get Along
They can? Yes, they can. And when they do it and apply it to work the outcomes are amazing! Have you ever been in a meeting and turned your brain off because someone with the polar opposite role from you was speaking? "Ugh, I can't possibly understand what Stephen is...
How Does Complexity In Operations Factor In To Poor Experiences: Two Cases
The behind the scenes operations of an organization are what makes a customer experience happen. It is easy to think that if you just understand what matters and design a good customer experience it will be great but what happens after that (execute,...
Patient Experience Woes: Getting Rid Of A Pacemaker You Don’t Really Have
Patient experience is hot right now. Hundreds of companies are talking about how to get it right from architects to technologists to physicians to insurers to pharmaceutical companies to lawmakers. And boy, is it complicated! Ceatro Group has done patient experience...