CHAPTER 14

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ANALYZING THE CUSTOMER EXPERIENCE: HOW TO MAKE CUSTOMERS HAPPIER BECAUSE YOU MADE IT SO EASY

User experience is the competitive advantage.

—JAKOB NIELSEN

If you can do one thing differently than any of your competitors I would suggest improving the customer experience using the latest technology. Customers do notice the details as they relate to their preferences, not assumptions based on what your product/service offers. And, technology can either create a positive experience worth sending referrals on, or unintentionally create a problem due to operator error.

In this chapter we will reverse engineer specific parts of the Screen to ...

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