Profile

Cover photo
Keith Kmett
Works at Principal Financial Group
Attended Iowa State University
Lives in Santiago, Chile
977 followers|515,223 views
AboutPostsPhotosYouTube+1's

Stream

Keith Kmett

Shared publicly  - 
You struggle every day within an organization that desperately needs you yet resents you. They think that because you focus so much on the customer that you're some do-gooder, that you're not real management material, that you have no business-sense. They think you live in the clouds, ...
1
Add a comment...

Keith Kmett

Shared publicly  - 
 
I like the idea of measuring Net Emotional Value (NEV)
In this series, professionals describe what numbers govern their happiness. Write your own #MyMetric post here. Some businesses look at the bottom line with customers. Companies that are and will be most successful going forward will optimize something besides margins and profits: The Net Emotional …
1
Add a comment...

Keith Kmett

Shared publicly  - 
 
Customer experience is 10% technology and 90% culture. During the summer I had the pleasure of hearing Matt Haughey speak at An Event Apart. Matt is a real pioneer in the web industry. He is currently working on customer experience with Slack, a company that is revolutionizing the digital ...
1
Add a comment...

Keith Kmett

Shared publicly  - 
1
Add a comment...

Keith Kmett

Shared publicly  - 
 
A new study calls into question a lot of old studies.
1
Add a comment...

Keith Kmett

Shared publicly  - 
 
I regularly find myself saying that many organisations are still grappling with understanding the fact that their Customers have always had an Experience with them! Some argue that Customer Experience has existed in the world of business for years and years. However, in the interactions I have ...
1
Add a comment...

Keith Kmett

Shared publicly  - 
 
Automotive UX does not have the best reputation. Sure, there have been some wins, and carmakers like Tesla have put interface design front-and-center, but curious problems persist. We've got another bout of quizzical automotive interfacing for you courtesy of Deborah Sommers.
1
Add a comment...
Have him in circles
977 people
Shilpi Kapoor's profile photo
Ben Bakelaar's profile photo
Barbara Duke's profile photo
meryl hiler's profile photo
scott penton's profile photo
Waqar Alam's profile photo
Kevin Graves's profile photo
Iure Lex's profile photo
Deborah Edwards-Onoro's profile photo

Keith Kmett

Shared publicly  - 
 
It’s not about performing, in either sense of the word.
1
Add a comment...

Keith Kmett

Shared publicly  - 
 
1
Add a comment...

Keith Kmett

Shared publicly  - 
 
Do happy staff make for happy customers or do increasingly demanding customers result in a stressful work environment? Complexity is both a giver and a taker. It gives us the Internet and smartphones. It takes our time and annoys us. What we really want is complexity working in the ...
1
Add a comment...

Keith Kmett

Shared publicly  - 
 
A couple months ago we kicked off our website redesign by taking a deep dive into our customer personas. We started this work last year and had some fairly defined personas in place, but a good marke…
1
Add a comment...
People
Have him in circles
977 people
Shilpi Kapoor's profile photo
Ben Bakelaar's profile photo
Barbara Duke's profile photo
meryl hiler's profile photo
scott penton's profile photo
Waqar Alam's profile photo
Kevin Graves's profile photo
Iure Lex's profile photo
Deborah Edwards-Onoro's profile photo
Work
Occupation
Customer Experience Assistant Director - Latin America
Skills
Customer experience, user experience, user research, design, HTML, CSS, Axure, Photoshop
Employment
  • Principal Financial Group
    Customer Experience Assistant Director - Latin America, 2014 - present
    Responsible for supporting growth in Latin America by developing technology platforms and strategies that reinforce a consistent customer experience. With a strong focus on encouraging asset retention, increased sales and customer profitability, as well as implementing best practices. Working with business and project teams in: • Santiago, Chile • Monterrey, México • São Paulo, Brazil
  • Principal Financial Group
    Senior UI/UX Designer, 2011 - 2014
    Digital customer experience professional with 15 years of experience in delivering valuable strategies, campaigns and designs to businesses. Proven success through managing project teams and business/client expectations to meet deadlines, budgets and customer needs.
  • Two Rivers Marketing
    User Experience Designer/Strategist, 2000 - 2011
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
Santiago, Chile
Previously
Ankeny, IA - Ames, IA - Guayaquil, Ecuador - Council Bluffs, IA - Honolulu, HI
Links
Story
Tagline
Exploring customer journeys across countries, cultures and businesses.
Introduction
Sharing information about user experience #UX, information architecture #IA, search engine optimization #SEO, accessibility and content strategy.
Bragging rights
Certified Usability Analyst (CUA)
Collections Keith is following
Education
  • Iowa State University
    Journalism, 2000
  • Iowa State University
    Spanish, 2000
Basic Information
Gender
Male
Relationship
Married
Keith Kmett's +1's are the things they like, agree with, or want to recommend.
Customer obsession versus organization obsession | Gerry McGovern
www.gerrymcgovern.com

Customer obsession is the secret to success in a digital economy. Such a relentless focus on the customer requires a tremendous cultural shi

What is the job of the web content professional? | Gerry McGovern
www.gerrymcgovern.com

Web content professionals must think about the findability and usability of their content, as it is no longer enough to think about how to c

The age of disloyalty and transparency | Gerry McGovern
www.gerrymcgovern.com

The very nature of digital and the Web leads to transparency. Digital makes it hard to keep secrets, makes it hard to hide. We should embrac

Testing is not an issue of not enough money or time | Gerry McGovern
www.gerrymcgovern.com

The key to digital transformation involves organizing around the customer. To do that you must continuously test with the customer. “We don'

Ode to the Customer Champion | Gerry McGovern
www.gerrymcgovern.com

You struggle every day within an organization that desperately needs you yet resents you. They think that because you focus so much on the c

Digital transformation is not business as usual | Gerry McGovern
www.gerrymcgovern.com

You can't have successful digital transformation without transforming management practices and culture. Digital transformation has already h

Does digital make us more conservative? | Gerry McGovern
www.gerrymcgovern.com

Coinciding with the rise of digital is the decline of trust in strangers, and the shrinking of the middle ground in politics. Digital echo c

The new Digital Divide | Gerry McGovern
www.gerrymcgovern.com

As people grow closer to their friends, family and peers by use of digital, they grow more distant from the establishment, brands, and organ

The hamburger menu and the zombie apocalypse | Gerry McGovern
www.gerrymcgovern.com

Print is dead but its zombies have come back to ruin our lives with hamburger menus: grey, meaningless text and huge, meaningless images. Op

The organization of the customer | Gerry McGovern
www.gerrymcgovern.com

There is a new organization competing with the traditional organization. It is the organization of the customer. Customers are more organize

Unify organizational silos to maximize value | Gerry McGovern
www.gerrymcgovern.com

Silo-based organizational models are for a much simpler world. They become a hindrance in the complex world we live in. “There's no coordina

What customer experience excellence looks like | Gerry McGovern
www.gerrymcgovern.com

Customer experience is 10% technology and 90% culture. During the summer I had the pleasure of hearing Matt Haughey speak at An Event Apart.

Digital transformation will not provide competitive advantage | Gerry Mc...
www.gerrymcgovern.com

“Only 5% of organizations feel that digital gives them a point of differentiation over their competitors,” according to an Accenture study p

Free Round PowerPoint Diagram - Free PowerPoint Templates - SlideHunter.com
slidehunter.com

Free Round PowerPoint Diagram is a free PPT template with a nice rounded diagram that you can free download and use in your Microsoft PowerP

Customer satisfaction is not a good indicator of customer behavior | Ger...
www.gerrymcgovern.com

For years we've noticed a huge disparity between customer satisfaction figures and task completion rates. We gave a participant 10 tasks to

Digital design gives control to the customer | Gerry McGovern
www.gerrymcgovern.com

Historically, designers have been used to controlling the design because the design was physical and fixed. Web design is fluid, flexible an

Dictatorship of the customer and the paradox of complexity | Gerry McGovern
www.gerrymcgovern.com

Do happy staff make for happy customers or do increasingly demanding customers result in a stressful work environment? Complexity is both a

Design minimally viable interactions | Gerry McGovern
www.gerrymcgovern.com

The most elegant interaction is so minimal it is almost invisible. I heard Derek Featherstone give a very insightful presentation at An Even

The digital designer’s role | Gerry McGovern
www.gerrymcgovern.com

Most organizations don't trust people who think. They prefer people who do what they're told. But a digital vision has never been more impor

The Next Big Thing: Responsive Icons
designmodo.com

Responsive icons do not mean that the width of the screen determines how big an icon is displayed; actually it means that a different icon i