User experience

User experience (UX) focuses on having a deep understanding of users, what they need, what they value, their abilities, and also their limitations. It also takes into account the business goals and objectives of the group managing the project. UX best practices promote improving the quality of the user’s interaction with and perceptions of your product and any related services.

The Best Time to Reboot Customer Loyalty is Now

Customers show their loyalty to brands with their spending power. Learn about the 3 steps to take to reboot your customer loyalty efforts.

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Demystifying the Net Promoter Score (NPS)

Fantastic insight shared by Jennifer Batley on the latest Klipfolio podcast on the value of the Net Promoter Score (NPS) as a metric. In particular: --> Where it fits within your customer satisfaction toolbox as a whole --> Why the "total" score matters, but not as much as the upward or downward trend over time --> Why the timing of the question within the customer lifecycle is so important

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Supercharging innovation through rapid prototyping

Whether you're an entrepreneur seeking to disrupt a product category or an established organization in the midst of digital transformation, success will hinge on one thing: innovation.

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Segments and Personas. How to use them and why they are not the same.

In working with marketing, BI and sales teams over the years, I've noticed a regular misuse of the terms segments and personas. Although often used in complementary ways, they are not one and the same. Here’s how I would differentiate.

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Customer experience is everyone’s business. Four steps to becoming more customer centric

Your “brand” is the sum total of all your customers' experiences with your organization and every touchpoint matters.

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Differly is a digital transformation consultancy based in Ottawa, Canada. We are seasoned practitioners and strategists with a diverse background in strategic planning, digital strategy, data, IT services and marketing, customer engagement, and loyalty.