Lisa D. Dance: Companies don’t know how frustrating they are until it’s too late.

In this episode, Lisa D Dance shares her journey from a young age, where her passion for improving customer experiences began, to her current role as a UX researcher and author. She discusses her book, 'Today is the Perfect Day to Improve Customer Experience,' which highlights the importance of understanding customer needs beyond just technology. Lisa emphasizes the significance of effective feedback loops, the cost of poor customer experiences, and the concept of unpaid customer labor. She introduces her frameworks, including the 3Q Do No Harm framework, aimed at helping organizations proactively identify potential harms in their products. The conversation also touches on the ethical implications of technology in customer experience and the future challenges that lie ahead.Links:https://www.linkedin.com/in/ldance/https://serviceease.net/Lisa's book: https://serviceease.gumroad.com/3Q-Do No Harm Framework: https://serviceease.net/3q-do-no-harm-frameworkChapters:00:00 Introduction to UX and Customer Experience01:10 The Early Signs of a UX Advocate04:26 Transitioning to User Experience Research06:45 The Book: Improving Customer Experiences10:47 Understanding Organizational Blind Spots14:34 Bridging Feedback Loops in Organizations17:26 Incentivizing Customer Experience Improvements20:32 The Cost of Poor Customer Experiences24:25 Measuring Customer Experience Value27:23 The Importance of Basic Customer Service29:57 Unpaid Customer Labor and Its Implications40:12 Navigating Customer Experience in a Tech-Driven World43:23 Addressing Unpaid Customer Labor48:45 The Importance of Customer Feedback and Testing49:12 The Power of Storytelling in Customer Experience52:34 Introducing the 3Q Do No Harm Framework59:07 Implementing Ethical Frameworks in Design01:03:26 Future Challenges in Ethical Design01:10:03 Target Audience and the Impact of Storytelling