Posts Tagged ‘TXD’
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.