Customer Experience

[ Podcast ] UX Storytelling: Focusing on Problems Instead of Products

I was recently honored to be asked by my longtime friend and colleague Eliot Wagonheim to be a guest and talk UX on his Business 3.0 podcast. Eliot is a brilliant business strategist masquerading as a business lawyer; in the 20+ years I’ve known him, his strong suit has always been calm, clear-eyed strategic business advice. The fact that he also happens to be an amazing lawyer is really just an added bonus.

Listen to the Podcast

We had an engaging conversation across several

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Customer Experience

9 Ways to Improve eCommerce Customer Experience

9 Ways to Improve eCommerce Customer Experience

Survey every article you can find about poor, underwhelming or non-existent customer service and the overwhelming majority will be about ecommerce customer experience. Despite all our advances and seeming maturity in User Experience design and Customer Experience strategy, ecommerce experiences are still, by and large, bad. In some cases, beyond bad.

The thing is, it isn’t really that hard to make them better. To wit, here are 9 ways to improve ecommerce customer experience that are (a) painfully obvious and (b) frequently overlooked.

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Customer Experience

Your pitch is pointless if your UX screams “wallet grab”

I have a free LinkedIn account, like a lot of people. I had an experience this morning that essentially says to me that LinkedIn thinks I’m dumb. Aside from the fact that I find that insulting, it points to a larger problem that I see repeatedly with online products and services. Here’s the scenario.

I read an interesting post this morning by Cara Quinlan of HFES; the screen looks like this:

LinkedIn_Upgrade_01

I like what Cara is sharing, so I click on Cara’s name

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Customer Experience

The REAL reason Apple owes $32.5 million

The REAL reason Apple owes $32.5 million

At this point, I’m sure most of you are aware of Apple’s recent settlement with the Federal Trade Commission (FTC), where they’ve agreed to pay $32.5 million in refunds for kids’ app purchases without parental consent. The FTC’s complaint, and the resulting settlement and media coverage, all revolve around the fact that Apple doesn’t inform parents that entering their password in the company’s App Store opens a 15-minute window in which children can incur unlimited charges with no further action

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Customer Experience

3 Reasons Big Brands Keep Failing

3 Reasons Big Brands Keep Failing

In an age of total information overload, the brand promise is more critical than it ever was. And I really mean that — as in ever. At no point in history has the brand been such a crucial component of business success. In a world where intelligent agents provide nearly unlimited options on prices and features, customer loyalty is tremendously important.

1. Old habits die hard.

The thing many of the top global brands still have not completely understood and internalized is that

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Customer Experience

New Video: Customer Experience ROI Lecture

Customer Experience ROI: The Value of Delivering Value

This past Fall I spoke to a diverse group of students, entrepreneurs and seasoned business vets at Old Dominion University. The topic was delivering ROI via Customer Experience. It’s about making sure you know what people expect, want and most importantly need from you. It’s about creating what I call a value loop — designing and building something that provides value to the people that use it — and their use in turn provides value back to you, the creator. If value goes

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Customer Experience

Xbox UX FAIL: One Dad’s Story

Xbox FAIL: One Dad's Story

My friend, colleague and all-around sharp guy Kendall Miller related the following story about an extremely frustrating user experience with Xbox. I asked him to share the details, and he graciously obliged.

To me, the scenario Kendall describes is symptomatic of an issue I see again and again across otherwise brilliant organizations: I call it the “it’s just an admin” scenario. Meaning that anything which departs from the core path of functionality — in particular “admin” areas of configuration or customization —

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Customer Experience

Starbucks Brand Identity Change – Hit or Miss?

A friend just tipped me to the Starbucks brand identity change below…interested in hearing reactions. Take a look:

starbucks logo change 2011

Will people still recognize this – immediately, as in a 2 second glance while driving?

Most people probably will, but I think this is a bad move for the brand. The majority of their brand equity is in that word at the top — and I think the name resonates much more powerfully than the mermaid image ever did, ever does or ever will. When you have that

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Customer Experience

App Store Infographic: Worldwide Stats

Check out this impressive app store infographic – interesting info on an even more interesting format. Who says data has to be boring?

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Customer Experience

The power of social media: A $180M cautionary tale

I’m admittedly late to this party, but I caught wind of this story today and felt it was waaaaay too powerful not to share. As is usual for me, there’s a powerful moral to the story that companies would do well to heed: the value of your brand is directly proportional to the level of customer service (read: experience) you provide. And when that level of service is bad, social media will spread the word like wildfire — and will burn you badly.

And now, sit back and enjoy the tale of how one Dave Carroll and

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