Search Content


Content Categories



Is Your Organization Experienced?

A few days ago, while reading Bruce Temkin’s excellent Customer Experience Matters blog, I came across a post announcing a new Forrester report called “The Customer Experience Journey.” In the post, Bruce included the following diagram illustrating an organization’s maturity in delivering great experiences:

 

fivelevelsofcxpmaturity3_small1.png

 

I was immediately struck by a flashback. Four years ago, my colleagues Janice Fraser and Scott Hirsch conducted research on the ties between business value and user experience, and one of their outcomes was what they called the ROI Process Model, which was depicted as such:

 

roiprocessmodel.png

5 stages, shown in stair-step! And the parallels between the two are striking.

So, I realized that, 4 years later, we should simply give that research away. The report we published, “Leveraging Business Value: How ROI Changes User Experience” originally cost $395, but I’m happy to announce that you can now download it for free (412K PDF). You’ll find the ROI Process Model on page 28, with lengthy descriptions of each stage following it.

Other diagrams include the User Experience Value Chain:

 

uxvaluechain.png

 

And the first time we ever shared what we internally refer to as The Linking Elephants, which ties together user behavior and financial outcomes:

 

elephants.png

 

While the report is 4 years old, our experience is that the findings are relevant still today, and we use the models in this report often in our client work. It’s satisfying that Forrester’s report seems to validate Janice and Scott’s research, and we’re happy to share it with you free of charge.


Related Social CRMs Articles

Employee Performance Management 2.0


The world of Employee Performance Management (EPM) has had a seismic shift in the last twelve months. Many organisations are now being caught napping as their industry or government sector embrace new employee performance methodology as well as...

Read more about Employee Performance Management 2.0...

BlogAds Available for Bloggers & Site Owners


Do you need a BlogAds Invite ? Are you looking for someone who can sponspor your blog for BlogAds Network ? Come here.  Blogads is one of the few advertising systems on the web that follow a flat fee structure instead of the CPC / CPM...

Read more about BlogAds Available for Bloggers & Site Owners...