Customer Experience
Discover articles and videos in Customer Experience
The State of UX in 2019
https://trends.uxdesign.cc/
From the tools we'll use, to our process, to the behaviors that will change the way we design — here's a list of what to expect for User Experience (UX) Design in the next year.
Why Everything Looks the Same
https://medium.com/knowable/why-everything-looks-the-same-bad80133dd6e
How economic globalization, generational transition, and technology converge to flatten the consumer experience
The Startup’s Guide to Customer Advocacy
https://review.firstround.com/the-startups-guide-to-customer-advocacy-how-to-get-closer-to-your-champions • 20+ min
Customer advocacy is more than just case studies. Kalina Bryant (formerly of Asana, Talkdesk and Marketo) shares tactical advice for turning customers into advocates, with tailored pointers for…
How to Create A Persona and an End User for Your Startup
https://www.metabeta.com/articles/process/how-to-create-a-persona-and-an-end-user-for-your-startup • 9 min
A persona is a real person, that matches you end user profile and helps teams take product and roadmap decisions when developing their business.
A beginner’s guide to customer journey maps
https://www.invisionapp.com/inside-design/customer-journey-maps • 7 min
A look into the makings of and reasoning behind customer journey maps.
How to Create a Voice of the Customer Program
https://blog.airtable.com/how-to-create-a-voice-of-the-customer-program • 4 min
8 tips from product leaders at Figma, Etsy, Google, and more.
How To Track Customer Acquisitions:
https://medium.com/the-marketing-playbook/how-to-track-customer-acquisition-9d04b903535 • Paywall possible
Customer Lifecycle, Sales Funnel, and Content Strategy
What it takes to get paying users?
https://ritikamehta.substack.com/p/what-it-takes-to-get-paying-users • 4 min
The underline principle of knowing customer journey from being unknown to being obsessed with the brand.
Your customers hate MVPs. Make a SLC instead.
https://longform.asmartbear.com/slc • 6 min
Shared by 522, including Shepal, designshard, Vincenzo Tremonte
21 Ways to Shore Up Your Customer Success Org
https://review.firstround.com/21-ways-to-shore-up-your-customer-success-org • 20+ min
When operating in a downturn, founders have to make the most out of what they have in order to grow, including their existing customer relationships. This often means shining a spotlight on customer…
Onboarding Tutorials vs. Contextual Help
https://www.nngroup.com/articles/onboarding-tutorials
Tutorials interrupt users, don’t necessarily improve task performance, and are quickly forgotten. Contextual help signals can avoid these pitfalls but require unintrusive ways to activate.
Customer Success Is Broken. Here’s How to Fix It.
https://a16z.com/2023/07/11/customer-success-is-broken • 8 min
Refocus your customer success org on driving customer health, and you'll unlock significant—and efficient—revenue growth in your post sales org.
How to Analyse What Customers Want
https://blog.lightcat.io/a-behavioural-view-of-what-customers-want • 2 min
Customer behaviour and opinions contain a lot of data. This blog covers how analysing it the right way can unlock great insights about what customers want.
Cognitive Science and User Experience — A New Dimension of Abstract
https://medium.com/@alexanyanwolf/cognitive-science-and-user-experience-a-new-dimension-of-abstract-802c58bdb6e1
Shared by 332, including Matthias Lampe, Jansnet, Nir Eyal, Mieke, Nico Müller 🇺🇦
Do Unforgettable Work
https://taylor.town/do-unforgettable-work • 1 min
Do unforgettable work. This is not hyperbole. At minimum, customers must think you are superhuman. Respond instantly. Finish work quickly. Check in frequently. Proactively prevent problems. Deliver…
How to build an experience map — Medium
https://medium.com/@wnialloconnor/how-to-build-an-experience-map-5e55b7ee4f32
Shared by 402, including Christian P. Stobbe, 📁𝐦𝐫𝐯𝐧, Liza Sperling, Thomas Pleil, Clemens M. Schuster