Yesterday the Strib announced Best Buy’s new customer personas. According to the article, $50 million is dog-eared for reformatting 100 stores to improve the shopping experience of these 5 archetypes. It seems to me that Ray, Barry, and Buzz already love shopping at Best Buy. Jill on the other hand, can’t stand the place. Perhaps [...]
My biggest pet peeve right now is companies requiring contracts to use their service (DSL, mobile phone, etc). On the business side, it’s an obvious plea that they want to recoup their money IMMEDIATELY. But from the customer side, here’s what it sounds like: “Our service is subpar, to get people to use it we [...]
All web sites should force their own staff to use them. If they did that, there’d be a lot less bad sites. I was at Consumer Reports today (a site for which I PAY for) and did a search for “Online Broker”. Here are the results: No Title No Title Help/Faqs: Consumer Reports Online user [...]
Well, back from vacation. I learned some things this vacation. The first is just a sobering (no pun intended) example of our odd legal system: Speeding 15mph over the limit on the interstate in the fast lane is a higher fine than your first time drunk driving ticket. (note, I’ve never driven drunk, but did [...]
Tomorrow, for the first time in the 7 or so years I’ve been building web sites, I FINALLY get to user-test a wireframe of a site. I’m just so excited. Not that this is news or anything…I just had to share that with the world. Or at least share it with the 5 people that [...]
Well, we finished a full week of user testing. It was amazing. The closest analogy I can think of is if aliens were to land in your back yard. You’d at first be in awe just seeing them in real life. Then you’d want to spend hours just asking them all sort of questions about [...]
Last night, after waiting a month for my Earthlink DSL modem, I canceled the order. They asked “Why?” Waiting 30 days for a modem. Lack of effective communication about the status of my order (online order status either false or out of date). I was tired of waiting. You billed me for a month of [...]
You may recall my with AT&T Broadband nightmare a couple months back (4 days w/o service; 8+ hrs on the phone to leave). I’ve calmly re-adjusted to 56k transfer rates while ording Earthlink DSL. I’m not stressing out about their feet-dragging (30+ days to get me the modem, billing me for the 6 weeks I [...]
WHY do companies insist that you first ‘register’ before purchasing an item online? What is their reasoning behind that? I wanted to purchase the Flash upgrade. I couldn’t purchase it on Macromedia’s own site (another story!) so I went to MacWarehouse. It took me about 3 mintues to actually FIND the product. Then, after clicking [...]