White Papers & Articles:

Customer Experience Map Secret Sauce of Successful Specialty Wellness Stores:

In this article, we discuss the secret sauce of successful specialty wellness stores in using CX design elements in increasing customer loyalty...

Customer Experience Map Virgin Atlantic’s Guilty Pleasure Sentiment with Salt and Pepper Shakers:

In this article, we discuss how Virgin Atlantic encourages the passengers to break one of the 10 commandments to enhance customer experience ...

Customer Experience Map What Louis Vuitton Could Learn From IKEA:

In this article, we touch upon the grave mistake that Louis Vuitton made in taking one of the most sacred elements of customer experience lightly ...

Customer Experience Map TEAVANA & PARADOX OF CHOICE:

In this article, we study the genius customer experience design of Teavana in dealing with the pain of paradox of choice ...

Customer Experience Map EATALY PART 2 - THREE PAIN POINTS THAT MAKE EATALY REMARKABLE:

In this article, we study three notable pain points in Eataly and explain why a band aid approach to fix them will ruin the brand image ...

Customer Experience Map EATALY PART 1 - FRAMING EFFECT IN RETAIL EXPERIENCE DESIGN:

In this article, we touch on some aspects of positive and negative framing effect in retail experience (Eataly)...

Customer Experience Map WINNER'S CURSE IN DESIGN OF CUSTOMER EXPERIENCE:

In this article, we touch on some aspects of poor application of gamification in retail design ...


Customer Experience Map CUSTOMER EXPERIENCE OF UNPREDICTABILITY:

In this article, we discuss a common misconception about the value of consistency ...


Customer Experience Map THE VALUE OF CUSTOMER EXPERIENCE MAPS IN DESIGN:

In this white paper, we explore the ways design firms promote their creative work through data-driven customer experience maps and win the confidence of their clients...


Pyschographic Segmentation ADJUSTING TO THE DEMISE OF DEPARTMENT STORES:

In this white paper we identify one of the viable options for suppliers who need to adjust to the decline of department stores and general retailers such as Sears...


Customer Experience Map PSYCHOGRAPHIC SEGMENTATION & SOCIAL INFLUENCE GRAPH FOR NIKON:

In this case study, we share some of the findings from our research for Nikon and a few key insights from the 150 points of interactions identified in the social influence graph...


Customer Experience Map CUSTOMER EXPERIENCE MAP FOR DOLLAR STORES:

In this case study, we share of the key findings from our research for dollar stores and the key insights from its 17-foot long customer experience map...