Category Archives: Customer service
Making Cultural Change Stick
The 5 principals necessary ‘to achieve higher performance, better customer focus, and a more coherent and ethical stance’. Continue reading
Measuring Usability
The best question to ask your users. Continue reading
Great Products Are Nice, But Great Businesses Add Services To Them
Adding services is the only way to differentiate yourself when offering commodity products. Continue reading
User Flows and Information Architecture
Stop designing web pages, and start designing user flows. Continue reading
Identifying The Best Market Disruption Opportunities
Three indicators will identify market disruption opportunities, and the resulting customer responses can boost the case for a new product or initiative. Continue reading
The $300 Million Button
Don’t give users reasons why they should stop buying things from your site. Continue reading
Communities and the thumbs up/down button
How can we build a community and encourage high quality discussions? Continue reading
Is an idea an innovation, or an improvement?
It all depends on the impact to the users. And sometimes it’s impossible to know at the time – a small change may have big impacts that weren’t expected. Continue reading
Telling your users vs listening to your users
Telling your users what they want requires credibility. Continue reading
Customer service and the race to the bottom
You can’t complain about customer service when all you care about is cheap prices. Continue reading