“Relationships are like banks. It works best when you both make deposits. That way, there’s always something in the bank for a withdrawal.”

It’s amazing how many times I report back to a client about a bad user experience and someone in the group reports back, “Oh, yeah, we knew that’s bad.”

There was one topic – close to my heart – that I was missing. You guessed it – Customer Experience.
How can you discuss search engine marketing, user experience and new media techniques if you forget about the customer?

Clean, usable forms, good functionality, and sometimes even nice bells & whistles. So while USABILITY may be high, USER EXPERIENCE often is not.
What’s the difference?

In Step 1 I covered how identifying the parts of exploration were vital. Now, let’s talk about what you do once you’ve determined what you’re examining.

Without communication, there is no action. I find that a big area to tackle within any customer experience initiative is not just customer communication, but employee communication, as well.