The Journey is Only Part of the Experience
At Delvinia we often study and produce customer journey maps, which visualize customer needs, processes and perceptions in a given exchange, from awareness to post-purchase reflection. The graphics are very effective in delivering insights into the current customer journey in a manner that is both powerful and relatable. But there’s the rub. Too often we […]
Looking Ahead: Optimizing and Innovating Customer Experiences
The Labour Day weekend signifies the end of the summer. The kids are going back to school, rush hour traffic resumes and companies are getting back to speed for the fall business cycle. At Delvinia, the summer months have turned into one of our busiest periods of the year. And while we continue to focus […]
Teaching from Within: Delvinia’s Education Sessions
We always want to encourage our staff to play, learn and grow. And, to focus on that this year we decided to spend some time teaching from within. Each of us are experts or specialists in our own fields and even though we work well as a team, we aren’t necessarily aware of the steps […]
Does Michael Geist really think polling stations are the only option for elections in today’s digital age?
Michael Geist’s column in Saturday’s Toronto Star cited the attacks on the voting system at the recent NDP convention as a reason to dismiss the prospect of online voting in a general election. It really annoys me when high profile and well respected academics like Geist try to stir the pot by saying that physical […]
Personas: See your product through your customer’s eye
“Our most effective (design) tool is profoundly simple: Develop a precise description of our user and what he wishes to accomplish.” – Alan Cooper on goal-directed design, The Inmates Are Running the Asylum Personas are an extremely valuable tool for marketers and designers in any field, as they bring market segments and individual customers to […]
The Emerging Role of the Customer Experience Professional
The lines are blurring. What was once a survey respondent is now a customer participant. What used to be called market research is now often referred to as customer insight. As we move from a product-centric world to a customer-centric world, addressing the needs and wants of empowered customers has resulted in the creation of […]