Category: Feedback

• Customer Engagement Customer Experience Design Feedback Personas Voice of the Customer

  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…

  April 10, 2012
• Culture Feedback Performance Management

  Performance Management Time

  If you work in corporate America then right about now it’s Performance Management time. As a manager I spend quite a bit of time talking with my team members, taking detailed notes throughout the year and then reading their self evaluations. I’m fortunate to have a wonderful staff that works…

  November 8, 2010
• Customer Experience Feedback Voice of the Customer

  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…

  May 13, 2009