Our COO, Scott Gunter, wrote a blog post for Qualtrics. Check out the synopsis below and then head over to Qualtrics.com to read the whole post. When deploying a voice of the customer (VoC) program for your website, there are three critical questions to ask. These questions can guide your program design and the technology you need… read more
Every B2B sales person operating at C-suite level knows that the decision-making process has changed irrevocably over the past 24 months. The advent of content marketing has delayed dramatically the point at which the prospect is ready to engage with a sales person. The initial contact with sales used to be the point at which… read more
Usability Sciences is pleased to officially announce our partnership with Qualtrics, the world’s leading enterprise insight technology provider. This partnership combines best-in-class Qualtrics technology with our proven approach for driving continuous website improvement. “We’re excited about the opportunity to partner with an industry leading organization like Qualtrics,” said Jeff Schueler, Founder and President, Usability Sciences. “The… read more
GIGAOM recently put together an infographic on the “Everywhere Customer” and the omni-channel customer experience. The research, conducted by Google, Nielsen, and Harris Interactive, shows that 98% of respondents use multiple devices in a single day. Additionally, 43% report using their smartphones during shopping trips to supplement the shopping experience. The findings reinforce every brand’s… read more
How many times have you walked back and forth across the grocery store in search of that one item that you can’t seem to find? How many times have you asked for help, or worse, left without finding it? Now think about your web visitor. What if they are looking for an item that they… read more
If event tickets purchased online can be displayed on a smartphone for entry, make it easy to purchase the tickets using a smartphone. Last weekend my cousin from out of town wanted to see the 6th Floor Museum in downtown Dallas. I had previously looked at the http://www.jfk.org/ website on my tablet and found that… read more
As a usability practitioner, I often find myself critiquing things I come across in the course of my day: “Why is this so hard to figure out?” “It’s too difficult to find the information I want—I’m outta here!” “The company should cut down on the number of steps in this process,” etc. My intellectual knowledge… read more
Need a real-life example of the financial consequences of neglecting your ecommerce experience? IKEA’s CEO recently conceded that the company is playing catch-up to other online retail giants. Its latest earnings report showed their annual sales have slowed over the past couple of years. Only 70% of IKEA’s products are available online, and the site… read more
The Omni-Brand Customer Journey Omni-channel customer journeys of the type laid out in Part 1 of this blog entry dominate much of the e-commerce thought leadership conversation these days. As we have developed customer journey mapping methodologies within our own practice, however, we have discovered that omni-brand customer journeys occur more and more frequently. The… read more
Would your enterprise benefit from developing omni-brand as well as omni-channel journey maps? This is a two-part blog that looks at how customer journeys evolve and how brand perspectives must adapt if they are to extract all the potential value from any journey mapping exercise. Every journey should be specific to a persona. In this… read more
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Senior Director
Digital Media Television Networks
“USC managed tight timelines and a client team that was tough to wrangle, But more importantly, the quality of the work was exemplary. It's work I would hold up as "the way we should do things" and share as a case study across the organization.”
Group Product Director
Digital Marketing, Pharmaceutical Company