Our bookmarks on this topic are also at pinboard.in/u:unison/t:customer-experience/
From Damian Rees at Smashing Magazine: If you’ve ever run a usability test before, you’ll know that it’s not as easy as it looks. Although it’s not rocket science, there are some intricacies that can make a big difference. In this article I share some of the lessons I have learned which should help you avoid your user test turning into a frustrating experience for you or the test participant.
From Knowledge@Wharton: The leaders of several different organizations — including Chick-fil-A, the Salvation Army and Susan G. Komen for the Cure — have been in the news this year for actions or statements that appeared to go against the groups’ stated missions. But is the fallout from such controversy different for nonprofits like Komen and the Salvation Army than it is for for-profit businesses like Chick-fil-A? Experts from Wharton and the University of Pennsylvania say yes, noting that the stakes are higher when consumers are spending on a donation that reflects their beliefs.
From Knowledge@Wharton: Swarthmore professor Barry Schwartz says rules and incentives are an “insurance policy against disaster, but [they don’t] produce excellence.” In his recent book, Practical Wisdom: The Right Way to Do the Right Thing, Schwartz and co-author Kenneth Sharpe, also a Swarthmore professor, say that what is needed is not more bureaucracy. Instead, society needs the Aristotelian ideal that trumps all others — practical wisdom. Knowledge@Wharton recently discussed with Schwartz why individuals fail to do the right thing, what practical wisdom looks like in practice and what organizations can do to regain people’s trust.
From UX Magazine: The practice of co-design allows users to become an active part of the creative development of a product by interacting directly with design and research teams. It is grounded in the belief that all people are creative and that users, as experts of their own experiences, bring different points of view that inform design and innovation direction.
Friday, October 26, 2012 · Topics: customer-experience
From Recourses: David Baker writes about how managing client relationships has changed over the years. “I’m not talking about my clients, but your clients. Do you know the really important things about how to do it right? I’m not sure I would have figured all these out, but I have paid attention to the hundreds of firms I’ve worked with and tried to cull out the best practices that have been proven in the field.”
From Fast Company: It goes against our nature to shout “Hooray!” when someone calls us out. But studies show that people who solicit and accept feedback are more effective leaders and more successful at work. Here’s how to take the sting out of feedback and make it work for you.
From FastCompany: To Starbucks, baristas are not just baristas–they are ambassadors of brand, merchants of romance, disciples of delight. The company recently invested millions in a “Leadership Lab” designed to drill that message in for 9,600 store managers. So did it work?