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Monthly Archives: July 2009

07.31.09 / If You Had Performed a CX Blueprint & Roadmap Up Front, Would You Have Made Different Investment Choices?

In 2009, the average price of a new car is nearly $28,000. That’s a significant chunk of change, but in and of itself, that number alone doesn’t tell the whole story. Sure, a customer might walk into a new car … Read more »

07.22.09 / What’s the Lifetime Value of Your Customers?

How much do you typically spend at the grocery store? I know that for my family of four, when I hit my local Shaw’s (and I am a serial Shaw’s customer), I typically drop over a hundred dollars—even more when … Read more »

07.10.09 / The CX Blueprint: Part Art, Part Science, 100% Necessary

Imagine a house that was built according to no master blueprint. What would it look like? Do you think the interior layout would make sense? Do you think you could get things done inside? Would you be able to find … Read more »

07.2.09 / Having a Usability Presence Is Not the Same As Having a Usability Practice

Technology and business models are evolving and then level-setting again so fast that features and functionality are no longer enough to differentiate you from your competitors. The obvious example, of course, is online banking. Back in the stone ages, the … Read more »