Index
absence, 2nd, 3rd
Accenture
accountability, 2nd
action tendencies
and emotions
aesthetically appealing products
agency theory see principle-agent problem
aggregation of marginal gains
Air New Zealand
airline example, 2nd, 3rd, 4th
Amazon, 2nd, 3rd
anger
anxiety
Apple, 2nd
customer experience
see also iPod
Arab Spring
arousal
associations, 2nd, 3rd
Atmos clock
attention to detail
audiobooks
autonomy
Bang & Olufsen BeoSound (3000)
banking industry
Basecamp
Baudrillard, Jean, 2nd, 3rd
Beetle and Wedge restaurant
Belgium
beliefs and values, 2nd
benchmarking
Bloomberg Software
Blumenthal, Heston
board of directors
Borders
Brailsford, David
brain
brand(s)
and associations
resolving tension between individuality and conformity
what it should say to the customer
brand community
brand image
brand level, 2nd, 3rd
brand reality
Bugaboo Donkey
Build-A-Bear
Carnegie, Dale
How to Stop Worrying and Start Living
CEO remuneration of
Chief Experience Officer (CXO), 2nd
choice(s)
freedom of
limiting to a manageable number, 2nd, 3rd
offering appropriate
Chouinard, Yvon
Clarke, Philip
Clements, G.L.
Colao, Vittorio
competence, 2nd, 3rd
competitor analysis, 2nd
computer games
conformity
resolving tension between individuality and
connoisseurship
consistency, 2nd
consumer design awareness
consumerism, 2nd
consumption, 2nd
conscientious
control, customer, 2nd
and Build-A-Bear
and competence
customisation and personalisation
and freedom of choice
over how a product best reflects objectives
over spending, 2nd
over when we do things
over where we shop
over who we spend with
as a resultant force
convenience, 2nd, 3rd
conventions
Cooper, Alan
About Face
Cope, Mick
Seven Cs of Consulting
corporate social responsibility
counter-objectives
Crocs
customer experience
barriers to improving
reasons for importance
ten principles behind and reasons for using
customer profiling, 2nd, 3rd
customers
getting to know your
reducing of to numbers
customisation, 2nd
De Botton, Alain
Status Anxiety
De Simone, Raffaele
Deci, Edward
DeMarco, Tom
Slack
design brief
design/designers, 2nd, 3rd, 4th
consumer awareness
self-referential
user-centered
and visual
detail, attention to
detractors
disputes
dissonance, 2nd
distractions
Drachten (Netherlands)
drag racing
Dropbox
Drucker, Peter F.
Dyson Airblade
Dyson vacuum cleaner
e-commerce see also online shopping
Eames, Charles
efficiency
effort, reducing burden of, 2nd, 3rd
convenience, 2nd
less, but better
limiting choices to a manageable number
minimising errors
prioritising
reducing time on task
reducing wait times
simplicity
speak the customer’s language
time on task
emotional attachment
emotional success criteria
emotions, 2nd, 3rd
and action tendencies
eliminating negative
intensity
positive and negative
testing
tracing of to principles
empathy, 2nd, 3rd
employees, 2nd
front-line staff as your research team
and marketing
as USPs
as your contingency plan
errors
classification
guidelines for management of
letting customers undo their mistakes
minimising
poka yoke (mistake proofing)
prioritising
and stress, 2nd
Esslinger, Harmut
Etsy.com
exchange value, 2nd, 3rd
expectation mapping
expectation market
expectations, 2nd, 3rd
accountability/responsibility for customer experience
consistency aim
exceeding
and learnt behaviours, 2nd, 3rd
and memory
memory and experience
recognition over recall
resetting of as early as possible
science of
experience
and memory
Facebook, 2nd
Farber, Sam
Farrell, Nick
Fat Duck
features, adding of, 2nd
feedback, providing frequent and responsive
Ferguson, Edith
Ferrari
First Direct
five hat racks
flexibility, 2nd
freedom of choice
Friedman, Milton, 2nd
Frog Design
front-line staff, 2nd
Funnel, Warwick
Accounting in the Service of the Holocaust
Gmail
goals, customer
identifying
and shadow issues
see also objectives
Goodwin, Daisy
Google
Greene, Robert
The Art of Seduction
Gü puddings
Hansson, Heinemeier and Fried, Jason Rework
Harriman, Pamela Churchill
Hasselblad V-series film camera
Hawke, Herbert E.
hearing
Hill, Andrew
Hollister
Holmes, Stanley
Houston, Whitney
hurry-up mantra
identity, customer, 2nd, 3rd
Inception (film)
incongruence
individuality, resolving tension between conformity and
Industrial Revolution
inference
information revolution
informing
inner-directed business, 2nd
inner-directed individual
Instagram
intensity
interaction level, 2nd
internet, 2nd
menu systems
see also online shopping; online supermarkets
iPhone
iPod, 2nd, 3rd
shuffle function
iTunes store
Ive, Sir Jonathan, 2nd, 3rd
IWC Schaffhausen
Japan Airlines
jargon
Jenson, Scott
The Simplicity Shift, 2nd
Jewel Stores Chicago
Jobs, Steve, 2nd
John Lewis, 2nd
Johnson & Johnson
Jones, David
Who Cares Wins, 2nd
Joseph Joseph
Kahneman, Daniel, 2nd
Kindle e-book reader, 2nd
King, Chris
knowledge-based mistakes
Kodak
Kwik-Fit Car Insurance
language, customer’s
lapses, 2nd
Laundry Republic
learnt behaviours, 2nd, 3rd
leave nothing to chance, 2nd
Leca, Dominique
Lee, Paul
Leica
less, but better
Levitt, Theodore
London riots (2011), 2nd
MacBook Air/Pro
McLaren
Maeda, John
The Laws of Simplicity
Magliozzi, Tom
marketing, 2nd
Martin, Roger
Fixing the Game, 2nd, 3rd, 4th
mass production, 2nd, 3rd
measurebating, 2nd, 3rd
memory
and experience
and peak-end rule
mental reconnaissance, 2nd
menu systems (websites/computers)
Merlin, Bella
Michalko, Michael
Thinkertoys
Mill, J.S.
mistake proofing
mistakes see errors
mobile parking system
mobile phone tax
modular products
Mulder, Steve and Yaar, Ziv
The User is Always Right
multi-channel customer experience, 2nd
multi-sensory experiences
multiple touchpoints, 2nd
mapping out
Net Promoter Score (NPS)
New York Herald Tribune
NHS direct
Nike ID website, 2nd
Nintendo Wii
Nokia
Norman, Don
Obama, Barack
object value system, 2nd, 3rd
objectives, 2nd
clash between customer and business
higher, 2nd
super-, 2nd
see also counter-objectives; goals
Ocado
Ofcom
office politics
Ogilvy, David
omakase
online shopping
checkout process
and sensory deprivation
online supermarkets, 2nd, 3rd, 4th
other-directed business
other-directed individual
OXO GoodGrips
packing (trip)
passives
Patagonia, 2nd, 3rd
Patnaik, Dev
Wired to Care, 2nd
peak-end rule
personal touch, 2nd
personalisation, 2nd
personality
Philips
Rationalizer concept
Photojojo
poka yoke (mistake proofing)
Pret A Manger, 2nd
price comparison websites, 2nd
principle-agent problem
principles
reasons for using
tracing emotions to
prioritising
errors
private health insurance
Proctor & Gamble
product/service level, 2nd
products
profiling, customer, 2nd, 3rd
profits
distinction between bad and good
maximisation of, 2nd
progressive disclosure
promoters
psychological ownership
psychological traffic calming
‘quick win’ approach
QWERTY keyboard
Rams, Dieter, 2nd, 3rd
Rashid, Karim
rationale thinking, 2nd
Rationalizer, The
Reason, James, 2nd
recognition
Reichheld, Fred
Reisman, David
The Lonely Crowd, 2nd
relatedness
reliability
remote control
research
and front-line staff
resultant force
Ringo Mobile Parking
Ritz-Carlton
Rockwell, Ken
root cause analysis
Rowan, David
Ryan, Richard
Ryanair
Sainsbury’s
Saint-Exupéry, Antoine de
Santander
scenarios
scent
Schwartz, Barry
The Paradox of Choice
scientific management, 2nd
self-determination theory
self-referential design
self-service
senses
improving sensory experience
indulging of
multi-sensory experiences
over-stimulation of
see also hearing; scent; taste; touch; vision
sensory deprivation
shadow issues
shareholder value doctrine, 2nd
short terminism
significant factors
sign value, 2nd, 3rd, 4th, 5th, 6th, 7th
Silverback
simplicity, 2nd, 3rd, 4th
sincerity
Singapore Airlines
slips, 2nd
smart phones
smell
social engagement, 2nd
social media, 2nd
and corporate social responsibility
empowering of the consumer
social responsibility, corporate
Sony, 2nd
Sony Vaio
sound
spending, control over
stages and steps approach, 2nd
checking-out stage
identifying
mapping out all touchpoints
and scenarios
sequencing and dependencies
significant factors
success criteria
waiting times
stakes
Stanislavski, Konstantin, 2nd
Star Trek
Starbucks
status
Stefan Floridan Waters
stress, 2nd
considering customer’s competence
and errors, 2nd
guidelines for reduction of
limiting choice to a manageable number
strong habit intrusions
subtext
super-objectives, 2nd
Supercook.com
supermarkets
checking-out
online, 2nd, 3rd, 4th
taking products to the car
surface issues
surprising customers
swimlane diagram
symbolic value
tasks
clarifying reason for
prioritising
re-sequencing of
reducing time on, 2nd
taste
Taylor, Frederick Winslow, 2nd
Tesco
testing
‘Theory of the Firm, Managerial Behaviour, Agency Costs and Ownership Structure’
37 Signals
Thomas Cook
Tiger, Lionel
The Pursuit of Pleasure
time, giving customers control over their
time on task
Toni & Guy
touch
Toyota
‘Five Why’s Analysis’
tradition-directed individual, 2nd
Trailfinders
train journey scenario
trust
Tumbir
Twitter
UK Train Times app
Universal Principles of Design
use value, 2nd, 3rd, 4th
user-centered design
user-contributed content, 2nd
value(s), 2nd
exchange, 2nd, 3rd
object value system, 2nd, 3rd
sign, 2nd, 3rd, 4th, 5th, 6th, 7th
symbolic
use, 2nd, 3rd, 4th
Van Gogh, Vincent
van’t Hek, Youp
Viking Stationery
vision
Vitsoe shelving, 2nd
Vivobarefoot
Vodafone
Data Test Drive
Red Box
voice activated devices
Vulcan model
wait times, reducing
Waitrose, 2nd
Walker, Rob
Waterstones
What Women Want (film)
Whyte, William
The Organisation Man
Wickens, C.D. and Hollands, J.G.
Engineering Psychology and Human Performance
Wiggle
Wigner, Eugene P.
Wired magazine
words, omission of needless
world wide web (www), 2nd see also internet
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