Journey Map: A Tool to Approach Customer Experience

The companies that focus on maximizing satisfaction, with regard to the entire customer journey, are more likely to increase customer satisfaction, loyalty and advocacy among their customers than companies that focus on parts of the business in a segmented way. In order to improve customer satisfaction, focus should be on the whole customer experience. Customers value the ability to be in constant and …

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Design Critique: New York Sports Clubs (NYSC), (iOS App)

About a year ago, NYSC renewed their brand. Part of their brand strategy included the re-design of their iOS Application. The App allows users to plan their work out by searching and signing up for classes, setting up their goals, and checking into the gym with their phone. This article analyzes some features of the …

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