When government is working it makes things simple. Good government takes as little money and time from people as possible while maximizing the quality of the services it delivers.
Customer experience is 10% technology and 90% culture.
A great deal of content marketing is a mixture of snake oil storytelling and winning-the-lotto delusions.
It is incredibly hard for a professional to think outside their profession; but in an increasingly interconnected collaborative world, it has never been more necessary.
“Only 5% of organizations feel that digital gives them a point of differentiation over their competitors,” according to an Accenture study published in October 2015.
So much work today lacks purpose or meaning. By focusing on customer and employee tasks we can link what we do with things that really matter.
We must find a way to create a much more collaborative organization so as to better serve our customers.
The information management and the ecommerce analytics team are in the same building. Actually, they’re on the same floor. In fact, their cubicles are beside each other. But they don’t collaborate or share what they know with each other in any way.
For years we’ve noticed a huge disparity between customer satisfaction figures and task completion rates.
Most marketing content doesn’t work because marketers don’t understand customers.
The more we learn about the world the more we learn not to trust organizations and brands.
The key to transforming an old-model organization is to flood it with the experience of the customer.
The experience of the customer is the spear point of change. If anything is going to shift organization-centric thinking it is a constant stream of examples of the difficulties customers have when interacting with the organization.
Historically, designers have been used to controlling the design because the design was physical and fixed. Web design is fluid, flexible and interactive. Web design is about putting the customer in control. It is about creating a design that is controllable by the customer.
Do happy staff make for happy customers or do increasingly demanding customers result in a stressful work environment?
Ashley Madison had a lack of women problem long before it had a stolen data problem. It solved its ‘woman’ problem by using traditional marketing techniques.
The most elegant interaction is so minimal it is almost invisible.
I heard Derek Featherstone give a very insightful presentation at An Event Apart in Washington DC where he talked about a minimally viable interaction. This is an interesting way of thinking because it moves away from the focus on the product or service, to the use of the product or service.