customer-experience

>Topic:customer-experience

The true cost of bad customer service

Published: Wed, Apr 3, 2013|Filed in: Bookmarks|Topics: , , |

From socialmouths: In a way, social media has helped bring customer service to the very front end of business. Customer services is no longer a “behind-the-scenes” thing. We’ve always known that is easier to keep an existing customer than finding a new one but, in the era of “everything is public”, it also plays a big role on the marketing of the company.

The customer service department today is capable of making your company a success story or simply destroy it. · Go to The true cost of bad customer service →

Explaining water to fish

Published: Wed, Apr 3, 2013|Filed in: Bookmarks|Topics: , , , |

From Karen McGrane: User-centered design is a transformative values system because it is user-centered. The idea that we — all of us, an entire gazillion dollar industry — are focused on designing and making products for other people to interact with is so mind-bogglingly huge, we don’t even notice it. · Go to Explaining water to fish →

What clients don’t know (and why it’s your fault)

Published: Wed, Apr 3, 2013|Filed in: Bookmarks|Topics: , , |

From Luke Wroblewski: In his presentation at An Event Apart in Seattle WA 2013 Mike Monteiro outlined the problems with designer/client relationships and what designers should do to fix them. · Go to What clients don’t know (and why it’s your fault) →

In praise of small stories

Published: Fri, Mar 29, 2013|Filed in: Bookmarks|Topics: , |

From Shawn Callahan at anecdote: Leaders should find and tell stories to help their people understand the concrete actions needed to get a job done, enact a business value or even implement a strategy. Stories are our user manuals for life. 
There's a tendency, however, for leaders to find and tell the big stories in the business—it's human nature. For example, we did some work for one of the national supermarket chains and they wanted to embed the principle "take me, show me." This simply means if a shopper asks, for example, what aisle the tofu is in, rather than quoting an aisle number they would take the shopper to where the product is located. · Go to In praise of small stories →

You gotta serve somebody

Published: Fri, Mar 29, 2013|Filed in: Bookmarks|Topics: , , |

From strategy+business: Jeff Thull, author of "Mastering the Complex Sale: How to Compete and Win When the Stakes Are High," introduces a passage that overturns negative stereotypes about sales from "To Sell Is Human: The Surprising Truth about Moving Others," by Daniel H. Pink. · Go to You gotta serve somebody →

Steve Jobs had it wrong: Why you should look to consumers for product innovation

Published: Mon, Mar 18, 2013|Filed in: Bookmarks|Topics: , |

From FastCompany: Napkin Labs’ Riley Gibson discusses the upside of consumers messing with your product. · Go to Steve Jobs had it wrong: Why you should look to consumers for product innovation →

Putting an I in healthcare

Published: Tue, Feb 19, 2013|Filed in: Bookmarks|Topics: , |

From strategy+business: The days of the disengaged health consumer are numbered. Consumerization will transform healthcare systems, involving individuals as never before in the management of their own care. · Go to Putting an I in healthcare →

Usability articles from Nielsen Norman Group

Published: Wed, Feb 6, 2013|Filed in: Bookmarks|Topics: , , , |

Jakob Nielsen's articles about interface usability and website design are now available on the Nielsen Norman Group web site. · Go to Usability articles from Nielsen Norman Group →