The Five W’s of Usability Testing


UsabilityTestBlog

At LiquidHub, we firmly believe in the power of testing. Usability testing allows the intended users of an application, website, or program to evaluate its performance. This quick, affordable testing method can not only give you valuable insights into your customers, but also introduce design thinking to your organization.

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NPS is the New EPS


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On a scale of 1 to 10, how likely is it that you would recommend a product or service to a friend or colleague?

This deceptively simple question is the core of a Net Promoter Score (NPS), a measuring system that allows companies to better understand customer loyalty and brand happiness without employing traditionally complex surveys about a specific product or service.

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Can Design Research and Visual Problem Solving Help Reduce Illegal Animal Trafficking?


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Yesterday, LiquidHub’s Philadelphia Studio hosted a design research discussion for visiting MBA and Executive MBA students from Sydney, Australia’s University of Technology Business School.

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Why is Customer Research Important for Your Organization?


Why is Customer Research Important for Your Organization?

There’s no substitute for actually talking to real people about what they do and why. To better understand the behavior of your customers, go into the field to observe a group of current customers or the market in its natural state.

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Who Should Own Your Company’s Digital Transformation?


Digital-Transformation

Increasingly there are multiple leadership groups driving the digital agenda: the C-suite, Line of Business (LoB) executives, and functional leaders such as the CMO/CIO.

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How important is it for a company to be omni channel?


Omni Channel

According to Aberdeen, companies with extremely strong omni-channel customer engagement retain, on average, 89% of their customers, compared to 33% for companies with weak omni-channel engagement.

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How to Give Customers What They Want (without seeming like big brother/big data is watching)


WhatCustomersWant

Customers are changing the rules and companies must connect with their customers in new ways. Behaviors are evolving along with changing demographics,

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The Link Between Emotion and Customer Experience


Emotions-and-Customer-Experience

Marketers are masters at using emotion in ways that help connect their brand with their customers. For example, how often do you see a commercial that gets you all teary eyed like this one from Subaru: https://www.youtube.com/watch?v=aerv5xYhz2k.

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Why CRM is Critical for Customer Engagement Success


Why CRM is Critical for Customer Engagement Success

There will always be a need for customer relationship management evident by its evolution over its decade-plus history.

This continuous evolution is primarily driven by changing customer behaviors and interactions as advancements in technology improve.

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Should You Hire A Chief Experience Officer (CXO)


Businessman looking at city through drawing business strategy

According to Matt Kresch, Microsoft Dynamics CRM director of product marketing for service enterprise, while technology has improved over the last two decades, the accelerating pace is one of the reasons organizations find it more difficult to provide their clients with high quality experiences.

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Is Digital Disruption a Good Thing


Digital Distruption

Digital disruption is a mindset that ultimately leads to a way of behaving; it bypasses traditional analog barriers eliminating the gaps and boundaries that prevent people and companies from giving

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Digital Architecture: Patterns for World-Class Customer Experience and Engagement


We know that digital execution (the how) matters.

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