Topic: product experience


6 Key stages in product research you need to get right

In the 1990’s credit card giant American Express analyzed their customer base and recognized that many of their customers were business professionals who valued points for airlines and hotel stays. From that research, American Express created a new line of products geared towards this segment. Today, these credit cards are still among American Express’s most […]

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3 Steps to Successful Product Concept Testing

In the 1950’s, Ford invested $350 million ($3.1 billion in today’s rates) in the Edsel. The company ran consumer polls, but managers ignored the research. Instead, they ran a hype-filled marketing campaign. When the product launched, even its revolutionary features like Teletouch transmission and electronic controls were not enough to save it. The Edsel was […]

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Good Brand Names Don’t Sound Like Dead Bodies

In the early ‘90s, Amazon founder Jeff Bezos set out to find a brand name for his small bookseller. Wanting to associate the amazing logistics with magic, Bezos opted to name the company Cadabra, in reference to ‘abracadabra’. The name was anything but. Bezos’ first lawyer pointed out that over the phone you could easily […]

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Learn the ‘Hook Model’ at Qualtrics Master Sessions

Instagram has ridden the modern fear of missing out (FOMO) higher than any other service. But it’s not just the fear of missing your friend’s moody cloud picture. It’s also the fear of missing out on the shareable moments from your own day. In Nir Eyal’s ‘Hook Model’ outlined in Hooked: How to Build Habit-Forming Products, […]

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You Can’t Build Great UX Without Measuring Experience

The proof is in the pudding, or, in the case of user experience (UX), it’s in what users tell you about their experiences with your website, software, or product. If you don’t know what your users think, it’s next to impossible to decide if you are truly offering the great UX that you think you […]

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Map Your Customer Experience, Then Set Your Price

For every customer you serve, you want their journeys to always end with you: on your website, in your story, or with your sales rep. To ensure their journey always ends with your company, you must deliver an optimized customer experience. Customer journey maps help you create that ideal customer experience. But they can also help […]

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Experience Management at JetBlue

Experience management (XM) is a new business discipline that allows organizations to design and optimize product, customer, employee, and brand experiences. JetBlue, JD Power’s North America’s 2016 satisfaction leader among low cost carriers, uses Qualtrics XM™ as their platform of record to collect, analyze and act on customer and employee feedback across the company. Before […]

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