News & Media From Mike Wittenstein
Three common mistakes businesses make with customer experience
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
There are some common traps in customer experience design that can work in opposition to your goals.
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Experience design can help architects design the retail store of the future
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Top retail store design architects have long been creating spaces that are functional for the brand and the customer. With the added element that experience…
read nowHow do your CX efforts stack up?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Comparing your track record to others in the world of customer experience is a great way to find areas for improvement and see where you are doing well.
read nowFive predictions for customer experience in 2014
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Happy near year! Here are five things that I believe will impact customer experience in the coming months:
read nowIs there a strategy for customer loyalty?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
We often think of customer loyalty as something that the customer does or is responsible for to the business. But, real loyalty begins when the business is…
read nowCan you steal an experience?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
"Stealing an Experience" is completely different at the consumer and professional levels. At the consumer level, it might mean watching two movies on one…
read nowSometimes, taking care of non-customers makes your customers happier
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Caring about people isn't enough on its own to create a transformational customer experience. Without caring, however, treasured moments of genuine human…
read nowWhat if your cash register could count people and not just cash?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Since the invention of the cash register by James Ritty in 1879, shopkeepers have been using the device to count cash. With the interconnectivity that today's…
read nowRECOMMERCE doesn't dilute sales, it increases customer understanding
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Trendwatching.com recently released its September Trend Briefing entitled Retail Renaissance. In it, they describe RECOMMERCE as a new retail standard. By…
read nowWhat Facebook's 'Want' button means for retailers
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Facebook is adding a WANT button in addition to other interface changes. Knowing what shoppers want before they buy it is a big deal for everyone.
read nowLessons learned from Apple: Great customer experiences learn continuously
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Any brand that becomes good does so, in part, because it knows how to learn. Any brand that becomes great has developed the ability to keep on learning. Apple…
read nowRetail experts share their big idea in one minute
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
At the 2011 Retail Customer Experience Executive Summit held in Minneapolis on August 8-10, 2011, I worked with some of the world’s best customer experience…
read nowHow Apple can beat the fake Apple Stores
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
In today's New York Times, Nick Bilton writes about fake Apple stores selling real Apple products popping up. He notes that the "store design and employees are…
read nowStop marketing already!
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
We live in an age George Jetson would consider futuristic (sans the flying cars, of course). We have pushbutton everything. Pushbotton marketing, pushbutton…
read nowHow much does it cost to be rude?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Consumer Reports July 2011 edition tells us that "Sixty-four percent of respondents said that during the previous 12 months they had left a store because…
read nowIdeas to retain service quality in a growing company
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Small companies often deliver a higher-quality customer experience than larger companies. But as small companies grow, it becomes more difficult to stay close…
read nowIf nobody complains, is everything okay?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Heck no!
read nowUnbendable Customer Experience Rule #5
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Advertising is a tax brands without sufficient word-of-mouth support have to pay.
read nowUnbendable Customer Experience Rule #4
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
Bad customer experiences get the attention. Good ones get the profit.
read nowAttention is Good, Isn't it?
by Mike Wittenstein — Customer Experience and Service Designer, Storyminers
The wrong kind of attention doesn't help retailers one bit when it comes to customer experience and word-of-mouth.
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