How to reject customers (and still create a positive experience)When you turn a customer down how you do it and what you do afterwards can be the difference between a great experience or having to deal with someone on an antisocial warpath Read more.
Using friction in the Customer ExperienceA friction free experience is often seen as a panacea. But are there times when retaining or even adding friction is appropriate? Read more.
Should everybody work in the contact centre?Some follow the Amazon example and have all their employees work in the contact centre at some point. But is this the most effective way to become more customer centric? Read more.
Customer Experience, User Experience or Service Design?How the three big disciplines of modern business design come together to deliver a compelling, profitable experience for customers Read more.
Protecting individual customer data in experience designCreating insights is essential in customer experience design, which means working with confidential customer data. Taking steps to protect privacy and confidentiality is essential to be effective Read more.
Assumptions: how to stop them from undermining your customer experience designMaking assumptions is an integral part of customer experience design and agile project management. Make sure you manage them correctly. Read more.
The power of folkloreEvery business has its own myths and legends. Ignore them at your peril. Read more.
How do you tackle a project?The most common question I am asked. To answer it I created a small case study project that sets out my general approach. Read more.
Beware the growth hacking case studyGrowth hacking case studies are an invaluable source of ideas and experience. However, with so many being US centric, EU based businesses need to be more careful with what they learn and apply Read more.
Is your contact strategy fit for purpose?Many contact strategies are just lists in Excel. Creating it as an integrated part of a customer experience design may prove more effective Read more.
Client complaining about too many workshops? Time to think of a different approach.Workshops are expensive for clients, taking up much management time and disrupting business as usual. As a digital designer you need to find an alternative approach that lessens the impact. Read more. older entries
About Ross Hall
I've 25 years of experience building new channels, markets and businesses for startups and growing companies in the UK and EU. If you'd like to discuss your project get in touch