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The Death of “Just in Case” Web Design

Ever since the first web browsers were created in the mid 1990’s people have been endlessly debating on how to design a web site. Or more specifically their companies’ site. At first it was left to a small group of people to make the decisions, because it was probably a fad and why spend time […]

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Outside In: Forrester Customer Experience Forum 2012

Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully designed to support and provide real world examples connected to the upcoming book Outside In by Kerry Bodine and Harley Manning. I was stunned […]

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Improving the Customer Experience with Social Media

I have been thinking lately about how customers form their perceptions of brands and what we can do about influencing those memories. Brands and products can easily become look alike commodities, which makes gaining mind and wallet share more difficult. Brands want to be distinctive, stand out among the crowd and be noticed by consumers. […]

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The Role of the Persona is Shifting

I have been a proponent of using Personas to assist in the design of digital interfaces since 2003. I still believe in them, but I think their role has shifted and has perhaps become a bit diminished. Personas are user archetypes, models of groups of users that help define features, requirements and messaging choices. They are […]

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Inside Out or Outside In?

Working teams sometimes get locked in difficult battles when it comes to settling on a creative direction or execution. I’ve noticed that many of these encounters are caused by how the two sides, usually in heated debate, are either looking from the inside out or the outside in. Both are adamant that they are right, […]

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Start Small, Then Subtract

Addition or subtraction? It’s not a trick question (boxers or briefs?). It’s a legitimate question. Designing interfaces today is more challenging than ever. As servicing, marketing, branding, lines of businesses, channels and devices converge, it is more important to leverage data to make the right display choices. But there is so much data, and it’s […]

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Apples will Continue to Fall from Trees

It’s not so much that Steve Jobs has stepped down as the head of Apple that saddens me, it’s the reason why he is stepping down. Cancer invades so many people’s bodies and it’s a ruthless scourge. Regardless of which side of the technology war you are on, no one should be happy about the […]

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A Good Customer Experience is a Positive Company Outcome

Customer experience can have numerous meanings, mostly likely driven by where you work in a company. I have been polling people for a while now about what Good Customer Experience means, the other kind doesn’t much matter, and have distilled those replies into the following definition. Good Customer Experience:  An engaging, differentiating, experience with the […]

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Say Goodbye to the Call Center

Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront of how corporations are dealing with customer care and customer experience in this rapidly evolving digital landscape. We used to call it Web 2.0, but that doesn’t capture what’s happening […]

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Can Customer Experience Drive Business Decisions?

Companies are getting more serious about delivering a better customer experience. Thanks to research firms, passionate consultants and champions inside company walls, senior executives are more aware of CX and willing to support staff and programs to improve it. So how far will they go? Right now it’s about making business decisions and then trying […]

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Sonos: Rockin’ Good Time

I have written about Sonos in this space from time to time. Sonos is a wireless music system that can connect with the digital files on your computer and broadcasts them wherever you want in your home. You can play different tracks in different locations and effortlessly shift from your collection to Internet radio. The […]

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Consumers Wield New Found Power – Is it Being Abused?

I have always been an advocate for listening to the voice of the customer. In the eighties I was the GM for a bookstore chain. From time to time I would receive letters from customers who had an unpleasant experience with a staff member, or felt our practices, or title selection, was not acceptable. I […]

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Forrester Customer Experience Forum Delivers the Goods

On June 22nd and 23rd, Forrester Research held their first ever Customer Experience Forum at the Grand Hyatt in NYC with this timely theme; The Customer Experience Journey: Keeping Momentum in a Downturn. They work hard at keeping it real and relevant. First let’s get the Wordle thing out of the way. I took eight pages […]

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Note to Consumers, Operators are Standing By

A growing number of consumers are posting comments about a product or experience they’ve had with a brand on a blog or Twitter and expecting the company to come right back that same day with a personalized message and solution. I’ve seen isolated incidents where some consumers return to the network within hours and remark […]

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Improving the Customer Experience Begins with Active Listening

This is an expanded version of a presentation I gave at the Customer Experience Summit on May 13, 2009 at The Art Institute of Chicago. The event was hosted by TeaLeaf and OpinionLab. Feedback, Voice of the Customer, whatever you want to call it is not new. It was born with that first comment or letter to Customer […]

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Barnes and Noble.com Making Progress

I know, I know, Amazon is where everyone goes to buy books, videos, even snow blowers. But for the pure book person, like me, Barnes and Noble is still the preferred destination. Clearly Amazon’s site has been ahead for years, but the in store experience is not available to Amazon customers. I don’t care what […]

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American Airlines Charges $15 to Send an E-mail!

I booked a flight for myself and family to visit my mother and sister during the holidays. The tickets were pretty expensive so we elected to use miles. The day before the flight, while I was making a car service reservation, I discovered that my outbound flight was no longer listed. I logged onto aa.com […]

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Last and Final from the Forrester Consumer Forum 2008

As mentioned in the last episode, this post will skip the Forrester speakers and customer presentations and cover one of the “outsiders.” Forrester always places a strong speaker at the end of the second day in an attempt to help keep their attendees on site. It usually thins out anyway, but for those who stay […]

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I’m Going to Stop Messin’ with Texas

I’ll admit it, I have never been a fan of Texas. There’s a lot of baggage there for me; Oil, JFK, Bush, free use of the death penalty. But I’m softening my position on Texas. Why? I attended a conference there for four days last week and I couldn’t say where I was ever treated […]

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Forrester Consumer Forum 2008: Maslow is Dead – First in a Series

I attended the Forrester Consumer Forum in Dallas earlier this week. It was my 16th Forrester event which speaks volumes about how I respect the company, value their people and study their work. It’s a day and a half of data, insights and big thinking with a sprinkling of small track sessions scaled down to […]

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