Customer Experience — Blog | Customer Centric Solutions LLC

A blog post highlighting how different makeit behavioral design strategies (e.g., makeit Easy, makeit Attactive, makeit Empowering, makeit Immersive, etc.) can support elevating the overall customer loyalty relationship to the brand.

Customer Experience, Brand LoyaltyJohn GusiffApril 6, 2024brand loyalty, customer loyalty, attitudinal loyalty, behavioral loyalty

Great Brands infuse their Brand Promise into the Customer Journey

Great brands infuse the brand promise and their core values into the customer journey as it unfolds helping customers not only discover their product or service, but, the brand itself, building an emotional connection.

Customer Experience, Experience DesignJohn GusiffApril 1, 2024brand promise, customer loyalty, customer effort, brand love, personalization, build trust, customer journey

Mobile App Experience - Financial Services Benchmarking Study

A study leveraging ‘emotional analytics’ to benchmark four financial institutions across eleven (11) dimensions of a modern Mobile App Experience.

Customer Experience, Design Thinking, Experience Design, CX Insights, Customer Journey MappingJohn GusiffDecember 28, 2022customer experience, Mobile App Experience

Enhancing your NPS Program with Emotional Analytics

You now have the necessary tools, emotional analytics, that when paired with Net Promoter, can help you take action on customer insights.

Experience Design, CX Insights, Customer Journey Mapping, Customer ExperienceJohn GusiffApril 23, 2020journey mapping, journey mapping research, customer experience, improving customer experience, sentiment analysis, emotional analytics, plutchik wheel of emotion

Free Upgrade for NPS at Hyatt Regency

NPS programs can sometimes go astray from their original goals and objectives as evidenced by a recent experience following a two night stay at the Hyatt Regency in Toronto Canada.

Customer ExperienceJohn GusiffDecember 12, 2017NPS, Net Promoter, Net Detractor, Hyatt

Design Thinking at The Walt Disney Company

Early in my career I had the opportunity to work on an engagement for The Walt Disney Company supporting the design of DisneyQuest - an indoor interactive theme park.

Design Thinking, Customer ExperienceJohn GusiffJuly 27, 2017Disney, customer experience, design thinking, experience design, improving customer experience, guest experience, be our guest, Mickey's ten commandments, design principles, walt disney company

Five Reasons to Drive your Omni-channel Strategy via Journey Mapping

Customer Journey Mapping is the ideal platform and approach from which to define and build your overall omni-channel strategy.

Customer Experience, Customer Journey MappingJohn GusiffDecember 2, 2016omni-channel strategy, cx strategy, cx innovation, customer journey mapping, customer touchpoints, current state journey map, ideal state journey map, customer expectations, customer experience, improving customer experience, becoming customer centric, customer centricity

My Blue Apron Experience and the Four Motivational Forces

Most decisions by consumers to try a new product or service are not spontaneous. They typically take shape over time often with competing forces at work…

Customer Experience, Experience DesignJohn GusiffNovember 19, 2016JTBD, jobs-to-be-done, customer motivation, switching behavior, four forces model, improving customer experience, becoming customer centric

Mapping the Direct Seller Journey - What you Can Learn

The Network Marketing, Direct Selling or MLM, business model relies on the continuous recruitment, acquisition and retention of direct sellers (consultants) in order to grow.

Customer Experience, Customer Journey MappingJohn GusiffAugust 28, 2016direct seller journey, customer journey mapping, network marketing, MLM, multilevel marketing, network marketng, member experience

It's Time to Look at Customer Value Differently

It's time to move beyond simple, outdated measures for determining the value of a customer. A new set of metrics is required!

Customer Experience, Customer SegmentationJohn GusiffJuly 28, 2016customer lifetime value, CLV, CRV, CIV, RFM, customer engagement, customer relationship, crm, customer value measurement, cx measurement

What Would Patient Experience be like if Disney ran your Hospital?

If Disney Ran Your Hospital, that's the title of a book written by Fred Lee, a senior-level hospital executive, who helped run a hospital near Walt Disney World in the Orlando…

Customer Experience, Experience DesignJohn GusiffMay 22, 2016disney, patient experience, non-clinical outcomes, patient-centered care, magical experience, be our guest, we create happiness, guestology

CX and the Growing Importance of Empathy in Healthcare

It has been stated that there are three levels of caring: (1) Competence; (2) Courtesy; and (3) Compassion.

Customer Experience, Experience DesignJohn GusiffMay 13, 2016patient experience, patient-centered care, empathy, three levels of caring, non-clinical outcomes, patient satisfaction, drivers of patient satisfaction, jefferson scale of physician empathy, empathy maps, patient journey, cx in healthcare

Uber as an Example of Current vs. FUTURE State Journey Mapping

Journey Mapping continues to grow as a very useful method and tool for helping organizations develop an understanding of their customer's experience.

Customer Journey Mapping, Customer ExperienceJohn GusiffMay 10, 2016Customer Centric Solutions LLCuber, current state journey map, ideal state journey map, customer pain points, customer touchpoints, through the eyes of the customer, improving customer experience, customer perception, future state journey map, frictionless experience

Storyboarding to Bring your Journey Maps to Life

I just got back from facilitating a two day workshop to help an international bank, JMMB, innovate its’ auto loan application process for millennials.

Customer Journey Mapping, Customer Experience, Experience DesignJohn GusiffApril 15, 2016storyboarding, setting, 3 S's storyboarding framework, stories have an audience, stories have a purpose, experience design

Achieving Extraordinary Customer Service Experience thru Focus on Job Essence

In his book, Delight Your Customers, author Steve Curtin talks about the importance of "job essence" in providing an exceptional and/or extraordinary customer service experience.

Design Thinking, Customer ExperienceJohn GusiffMay 14, 2015delight your customers, job essense, job essence vs. job function, employee experience, disney, L.L. Bean, Disney, Ritz Carlton, Zappos, WOW thru Service