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 […]
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.
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.
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, […]
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.
From FastCompany: Napkin Labs’ Riley Gibson discusses the upside of consumers messing with your product.
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.
Jakob Nielsen's articles about interface usability and website design are now available on the Nielsen Norman Group web site.