Gilt Groupe flash sales are the guilty pleasure of many a would-be fashionista. Each day, the site e-mails exclusive offers for luxury items at a fraction of the retail cost. Red Privet staffer, Lissa Richards, had ordered a few items from the site when what she thought was a perfunctory customer survey showed up in…
Customer Experience Design
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Defining Meaningful Engagement One of the definitions of the word engagement is “to attract and hold fast.” This implies that there are two laws at work in true engagement: attraction and retention. Engagement isn’t just about getting someone’s attention, it’s about holding his or her attention long enough to create sustainable value–be it financial, transactional,…
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In a world with ubiquitous smartphones, being able to access banking information through a mobile app has become table stakes for the banking industry. These days, most best-in-class banking tools also include a mobile check deposit feature. Mobile check deposit allows you to use the camera of your smartphone to take a picture of the…
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At the heart of every customer engagement is a value exchange. At its best, engagement is a fair trade of value between the customer and the brand over time. Unfortunately, not every value exchange is equal. When the scales get tipped too far in either direction, we get engagement imposters–experiences that might be labeled as…
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People are turning to connected mobile devices more than ever to perform online tasks. According to Forrester Research, 91% of US adults access the Internet on a smartphone at least once per week.[1] This includes your potential customers. And, they aren’t just checking email or the latest headlines. Your potential customers evaluate what it’s like…