Archive for the ‘Total Experience Design’ Category
TXD Manifesto Point #7: Experience Design Elevates Humanity, Improving Life, One Experience At A Time Thursday, August 30th, 2012
If you business is creating transformation as stated in point #6 of our TXD manifesto then it stands to reason that you are going to change humanity.
When you focus on the total experience of your business, you are changing your community, your team and business as a whole.
If you have talked about creating value for your community through philanthropy and haven’t made the leap yet, I would challenge you to make that part of your strategy very soon.
Your team, customers and community will thank you for it.
If you don’t have the Total Experience Design Manifesto yet, you can get it here.
TXD Manifesto Point #6: Transformation Is The Ultimate Goal Of Experience Design Thursday, August 23rd, 2012
Often, when we talk about “experience” in business, the only thought is how to make customer experiences better and memorable. That is an extremely limiting mindset. Organizations that truly understand TXD are not only looking to improve upon what they already do but they also aim to
re-define how it is done.
TXD is about innovation, change, and creative destruction (out with the old,
in with the better).
This is where TXD looks to the future, to what could be and should be, not just
to what is. Innovating on a delivered experience includes innovating on the experience of using your product or service. The “experience” part of the equation is your gauge, a dipstick to measure progress and development. If you are not improving life, delivering the appropriate experience, your “progress” may not be so beneficial.
The best innovations tend to be revolutionary in their experience delivery, transforming society and how we do things.
Think iPod or Google, revolutionary products and ideas that deliver revolutionary experiences, a new way to shop for and manage music or a better simpler search. These companies continue to deliver transformation.
Listen to this week’s podcast as we talk about what that looks like in your business.
Also, if you don’t have it yet, you can get the Total Experience Design Manifesto here.
Is Your Website A Bad Sales Rep? Wednesday, August 1st, 2012
Total Experience Design (TXD) is a focus on the holistic experience that is delivered to your customer. This includes your online experience as well as your offline experience. Many of you have a website for your business and that website is designed to in some way enhance the sales process. What happens when your website takes away from your sales process? Let me give you an example.
Take event ticket sales in today’s market. I don’t know very many people who purchase tickets to events offline. I don’t know what the numbers are for online sales but I bet they are really high. E-mail opt ins and deal sites like Groupon let you know when your favorite event has a special promotion to get you to buy a ticket to that event.
As a baseball fan I am subscribed to our local baseball team’s mailing list. They ran a promotion a couple of months ago for free tickets. Thinking that this would be a great Sunday afternoon activity with the family, I thought about getting tickets but didn’t do so right away.
When I tried to buy tickets, I had waited too long and this happened:
Now I was not concerned with the fact that I missed the promotion. What I was concerned with was the experience that they delivered in the process. All I got was a tiny set of letters that said, “This offer is no longer for sale.” That’s it. They might as well have given me the finger.
Instead of saying something like: “I’m sorry, this promotion has expired. However, we would love to see you at the game. You can check out other ticket options here or you can take a look at some of our upcoming promotions to other games.” What I got was a dead end in the experience. Not even a link to buy tickets somewhere else unless I am handicapped.
Could you imagine if someone called your office to ask about a service offer and the person on the phone told them that you don’t offer that anymore and then just hung up on the perspective client. You would go nuts.
Small business owners create these unintentional poor experiences online all the time. In the case of the minor league baseball game, I still got tickets because I love baseball. Not everyone shares my enthusiasm for the game. The average person will just move on and spend their money somewhere else.
How is your online experience? Are there any dead ends that need to be opened up to reduce the sales friction for your buyers? Take some time and review your online presence and make sure that all roads lead to the logical next step for your customer.
Total Experience Design: In The Online World, The Little Things Matter Wednesday, May 16th, 2012
Creating an experience for your customers is a lot about connecting with them in ways that are unexpected. In the online world, people expect to see your business on social media and they expect you to have a website (even if you don’t have one!). While it’s certainly important to create a great experience for the people who visit your website or follow you on social media, when it comes to total experience design (TXD), the little things matter.
One of the little things that gets overlooked by businesses online is what do with users who happen upon a 404 page error on your website.
Here’s what that experience typically looks like:
A 404 error happens when a user tries to visit a page on your website that isn’t there. This could be because you moved it or it never existed. Rather than leave your clients at dead ends, what if you used this dead end as a tool for engaging your client base at a deeper level?
Renny Gleeson talks about this very thing in a recent TED Talk that he did. Great talk and a great lesson on how companies are doing the little things to build an engaging experience for their audience.
Enjoy the short video and look at how you can incorporate some of these ideas into your own experience.
Experience Design Affects All Aspects Of An Organization….-Manifesto Point #5 Thursday, March 29th, 2012
In point #1 of the Total Experience Design Manifesto you learned that everyone creates an experience whether they know it or not. Point #5 expands on that idea and gives some specific areas where this point is represented.
If you still don’t have the manifesto, you can get it here.
Listen to today’s podcast and make sure you leave us your thoughts.
Internal Culture Is The Caretaker Of The External Experience- Manifesto Point #4 Thursday, March 15th, 2012
If you have ever tried to brand your business, the whole concept of what a brand is and how it looks for your business can seem confusing and in some cases ridiculous.
Branding in some cases feels like the girl in high school who doesn’t get enough attention so has to act outrageously to get the attention that they so crave.
We argue that branding starts with how you handle your business and the experience you deliver goes hand in hand with that.
Before you can give an outstanding client experience, you have to have the internal culture in place to support it.
That’s what point #4 of our Manifesto on Total Experience Design covers.
Today’s podcast deals with how you can do that effectively for your business.
Experience Springs Forth From The Core Purpose Of The Organization- Manifesto Point #3 Wednesday, February 29th, 2012
Moving beyond the corporate buzzwords of mission, vision and values lies a powerful tool that can’t be underestimated for your business.
Businesses that have a defined mission and a shared commitment to that mission. This is not only important for you and your team but is also important to your customers. They want to know that you are in alignment with their values and beliefs as well.
Take a minute to assess your organizations mission and ask yourself how clear it is. Also, determine how committed your team is to your mission as well.
Focusing On Delivered Experience Will Have More Impact On A Business…Manifesto Point #2 Wednesday, February 15th, 2012
How good are you are focusing on important areas in your business? If you’re going to put your focus somewhere, then make sure that it is on the experience that you deliver.
By focusing on the delivered experience, you are really focusing on all of the different systems and processes that go into putting that together. Business owners who focus on the experience have more satisfied clients and employees.
This episode focuses on the Total Experience Design Manifesto Point #2.
Everyone Delivers An Experience Whether They Know It Or Not- Manifesto Point #1 Wednesday, February 1st, 2012
This week the My Business World podcast dives into the Total Experience Design Manifesto. Today’s episode focuses specifically on point number one.
We will focus on the one point that business owners seem to neglect with regards to the experience that they are generating. Specifically, business owners have a bad habit of taking their experience for granted and not being intentional with how the team is interacting with that experience.
Who’s responsible for creating the experience on your team? Everyone.
Creating Products For Your Service Business Is Easier Than Ever Wednesday, January 25th, 2012
Products and business go hand in hand. You can’t have a business if you don’t have anything to sell. Now that I have earned my master’s degree in stating the obvious, what I really want to do today is inspire you to keep creating for your business. Especially now that creating products for your service business is easier than ever.
Despite the fact that creating products for your service business is easy, there are still a lot of businesses not creating for their business. By not creating new products, these business owners are missing out on the opportunity to engage with their clients at a deeper level, tap new markets and grow their business in the process.
What’s the reason for the neglect? It could be the usual suspects:
- Don’t have the right players on the team
- Not sure how or what to create
- Maybe you even think you don’t have any good ideas
Do these sound familiar? Business owners are notorious for using them.
In today’s day and age, there is no excuse for not creating products for your service business. Take a look at some of the traditional product creation vehicles and how easy and inexpensive they are to use today:
- Video- It used to be that you needed a ton of expensive equipment. Digital format for videos wasn’t invented until around the early 90s. Since that time, creating a video is as easy as pointing a camera where you want it and start creating. With equipment like flip cams you can record a video and plug it straight into your computer to start editing. Apple computers has made editing videos easy as well. Don’t have a video camera. Use a service like Camtasia to roll a slide show that you can talk over and put music to.
- Audio- You don’t have to have a professional recording studio to record professional sounding audio to use with products and podcasts. Microphones like the Snowball make creating audio as easy as plugging the mic into your computer. Free services like Audacity make editing simple as well. You can use an inexpensive program like Reaper to capture your audio as well and lay multiple tracks.
- Workbooks- You don’t have to spend a fortune to have a professional looking workbook laid out and designed for your products. Places like Elance make it easy to find solid professional designers to out together great looking material at a fraction of the cost.
- Books- Whether you are creating an e-book or self publishing, creating a book is easier as well. Not only is it easy to create content through channels like a blog where you can literally blog your book. You also kill two birds with one stone by not only creating content to engage your following but you are also working towards a finished product of a book. Amazon has a number of options to help you put out a finished product that can be used as an e-book, physical book or is compatible with their Kindle reader as well. They will find editors, designers, etc.
- Home Study Courses- Do you have a service or process that you take clients through? If you do, are you missing out on the opportunity to capture that in the form of home study course? A home study course will incorporate a number of the elements that I talked about above. Videos, audios, a workbook, etc. This is a great way to show people what your service is all about at a lower barrier to entry. You can offer this as a physical product or make it strictly digital or even do both.
As you read through this ask yourself the following questions:
How good is your business at creating new products?
What holes are missing that need to be addressed with products?
To get you started and help you overcome some of your product creation obstacles, here are some of my most critical tips for getting more product created:
- Have a clear vision of what you want to accomplish with each new product you create. This seems fairly obvious but it’s easy to not articulate this upfront and then lose sight of what it is that you are really trying to accomplish. Keep your end user in mind.
- You have time here’s how to use it. Creating new products for your business is about setting aside the time. It’s all about creating the time and the space in your calendar to do this. I would set aside time in your calendar each week that is focused on product creation and idea development. If you don’t create the time on your calendar and stick with it, it will never happen. It’s about creating a rhythm that you work in.
- Holes that exist in your knowledge. You may have avoided creating because you don’t feel like you are “tech savvy”. I hear this a lot about entrepreneurs but the great thing about tech savvy people is they don’t come out of the womb knowing how to code in HTML and PHP, they learn it. Granted some people have more of an interest in these things than others. If tech ignorance is getting in the way of you growing your business, then you need to get over your fear or dislike of technology and make it your friend. If you need help, then find it. There is a lot of talented, inexpensive help out there. They may already be on your team.
- You don’t have any good ideas. I don’t hear this a lot from entrepreneurs as typically I am trying to get them to rein in the “good ideas” but there is a decent percentage of entrepreneurs who feel stuck or are down on their abilities to come up with good ideas. My suggestion here is to create quiet time for yourself to create in a location that is not work. We call this time a “power hour” and it happens before we do anything else in the morning. Having some quiet time to work-out, brainstorm, read, meditate or pray is a great way to get your creative juices flowing.
You know what to do and how to overcome obstacles, now it’s time to go out and do it. Take a minute right now and put some product creation time on your calendar and stick to it.