January 2010
7 posts
2 tags
Build Your Customer Experience Roadmap -... →
“The Three Golden Rules Of Customer Experience:
1. Obsess about customer needs, not product features.
2. Reinforce the brand with every interaction, not just communications.
3. Treat customer experience as a competence, not a function.”
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“Why does good customer experience matter to CMOs? The answer is simple: customer...”
– Build Your Customer Experience Roadmap - Forbes.com
3 tags
Atlas Shrugged, and So Did Your Home Page - ClickZ →
This is a great article and one whose points I’ve been touting for as long as I’ve been doing UX (and perhaps even longer). Here are a few gems:
“By emphasizing too many items on a Web page, we destroy visitors’ ability to find key information and paralyze them from making a decision.
“If you emphasize everything, then nothing will be important.”
Fight the...
2 tags
“When we say Information Architecture (IA) we are really talking about everything...”
– MAYA Design: What is Information Architecture?
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Spending Quality Time with Your Search Log » UIE... →
“The search log, an often over-looked part of our site analytics, can offer a wealth of great information about how people interact with our design. We know, for example, that users often search for a keyword they don’t find on the screen, in essence creating their own link. Inspecting the search log can tell us what links are missing from the page, delivering us a bunch of productive...
4 tags
B2B Social Media Lessons From Dominos "Pizza... →
This is how social media should work. Companies listening to people and making appropriate changes at every single level, not just the positioning or marketing levels. They took the time and spent the money to learn what people thought about their product. Furthermore, instead of saying, “How can we change these people’s perception?” they said, “How can we change our...
2 tags
