UX vs. CX

Posted on August 26, 2013

There have been quite a talk over the web about Business Experience on different levels, I thought to collect some info for those who can are interested.

User Experience [UX] is defined solely by the interaction of the User with the Product.
Customer Experience [CX] is the collection of a touch-points throughout the sales & use cycle.
Brand Experience [BX] is the cumulative result of market’s CX, this sum defines the Brand value.

UX-CX-BX-1024x1024

Source: http://goo.gl/04obSm

UX professionals typically focus on the design and development of digital interfaces—today that translates primarily into websites, tablet apps, and mobile apps. And, as the name “UX” implies, UX practitioners typically refer to the people who interact with those interfaces as “users.”

To belabor the obvious, CX professionals hardly ever mention “users”—they talk about “customers” instead. They focus on the interactions that customers have at every stage of the customer journey: discover, evaluate, buy, access, use, get support, leave, and re-engage. CX practitioners are interested not only in digital touch points, but also in marketing communications, product packaging, checkout counters, receipts, face-to-face conversations with sales reps, and phone calls to customer service.

Read more about “Educational & Professional Background” and “Tools & Methodologies”
http://goo.gl/JzZ9t9

The Truth About Customer Experience

Posted on August 24, 2013

Companies have long emphasized touchpoints—the many critical moments when customers interact with the organization and its offerings on their way to purchase and after. But the narrow focus on maximizing satisfaction at those moments can create a distorted picture, suggesting that customers are happier with the company than they actually are. It also diverts attention from the bigger—and more important—picture: the customer’s end-to-end journey.

http://hbr.org/2013/09/the-truth-about-customer-experience/ar/1

The Influential Power of Customer Experience

Posted on August 23, 2013

The challenge that brands face with creating positive customer experiences is that customer touch points occur across thousands of employees – CSRs, sales associates, service agents, etc. – and Voice of the Customer feedback comes from a multitude of disparate sources – social media, phone calls, emails, survey – so deriving meaningful insights and executing on strategies can be difficult.

http://www.sfgate.com/business/press-releases/article/Loyalty-360-Releases-The-Influential-Power-of-4749225.php

Mindfulness and Leadership

Posted on August 22, 2013

9-ways-of-mindful-leadership-artcard-02-1024x818

 

http://www.dw-h.com/positivechangeblog/thinking/9-ways-to-practice-mindful-leadership/

Mindfulness is about paying attention to what is happening in the present moment, a moment in time. It is about focusing attention on the present in a way that allows that moment to be experienced and observed closely. It involves developing the skills to allow yourself to engage actively with whatever is happening at the time, as well as concurrently viewing that moment from a more strategic standpoint.

A mindful leader can reduce disorder by bringing focus and intent to the situation. By acknowledging and accepting change, the leader can step back, observe and respond with composure and purpose.

Source: http://www.theguardian.com/public-leaders-network/2013/aug/14/mindfulness-develop-dynamic-leadership-instability?CMP=twt_gu

If The Brain Can’t Multitask, So?!

Posted on June 2, 2013

Brain can’t multitask when the tasks involve the prefrontal cortex — an area of the brain that requires high attention and focus. Instead, we only task-switch between multiple activities. Only when one activity is so familiar and routine that our basal ganglia can handle it almost unconsciously can we perform multiple tasks at once.

Some interesting facts about our mind and how it works https://diigo.com/0zfdo

Exercises Your Memory

Posted on May 29, 2013

Try doing this mental exercise over a 4 week period and you should notice an improvement in your short and long term memory.
When you are ready to go to sleep, go over what you did that day from the time you got up until you get into bed. Start with the time you awoke, got out of bed, follow your entire day step by step until the time you went back to bed. Try to recall as much detail as possible, visualizing in your mind each and every step from beginning to end. In the beginning, you probably wont remember much detail, and you’ll probably move rapidly from task to task or think of the day in large periods of time. However, try to slow down and remember as much as you can to take in as much detail as you can. With time and practice, you will notice significant improvement in your recall of events and details throughout the day.

http://www.forbes.com/sites/robertglatter/2012/11/30/mental-exercises-to-help-improve-your-memory/

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