My skepticism of customer surveys is an extension of my skepticism of traditional usability studies – both are out of context and not at all customer-centric.
Today, customers are far more likely to talk about their experiences with a company on their blog, facebook, twitter, campfire, yelp, amazon, etc – especially those that want their voice [...]
“A rapid-response web effort has never been more important to crisis communications. That won’t work when home pages of web sites are designed as Flash-driven promotional tools, not information centers.” – Ben McConnell
One of the ideas that have been floating around in my head lately is that customer experience is becoming a primary differentiator in the desirability of a product. And now science says that’s right!
According to an article in Reuters, a Dutch scientist found that half of all product returns are because customers can’t figure out [...]
I’ve been reading this great blog lately called Looks Good Works Well, written by Bill Scott. You should definitely check it out. This is my second post here in response to something on this blog.
In his most recent post, Scott talks about his experience with a workshop at the eTech conference called “Creating Passionate Users,” [...]
We’ve been working on a major overhaul of our new website for about a year now. One of the big issues with this redesign has been trying to figure out our audience. As a branch of government, we finally came to the conclusion that we simply have a gigantic audience to deal with. As such, [...]
Running across this interview with Jeff Zucker, pres. of NBC, really says something. Some monster media companies are starting to see the light.
Can you put the Apple iPod deal into perspective?
It is part of our overall digital strategy, something Bob Wright had laid out for us for more than a year now, which is to [...]
You’ve got one dollar to spend on improving your business. Do you spend it on:
a new logo
an ad campaign
improving your customer’s relationship with your company
Two years ago, Northwest Airlines redesigned their logo.
“I won’t forget, probably ever, the horrible way a flight attendant called Sigma treated me on a Northwest Airlines flight on Monday, but I [...]
PeterMe is going off on designers who feel the need to control everything. It seems to me how customers customize and integrate designed stuff into their life is far more interesting than a static tchotchke. (In the interest of full disclosure, I’m drinking a ClueTrain smoothie for breakfast.)
PeterMe links to a fantastic post from [...]
Most sites that sell product go to great lengths to explain what all their product can do. Few sites seem to do the opposite, though. One that does, is sunporch.com. We’re building a new patio this year and we’ve been toying with the idea of adding a sunroom to the house.
SunPorch’s site does a great [...]
Not sure when this was implemented, but Apple has embraced the RSS feed as an integral part of it’s support system. You can now subscribe to all sorts of product-centric RSS feeds on Apple’s support page.