A great human strength is love of the community. A great human weakness is hatred of the stranger.
The interface is increasingly becoming the product when it comes to IT. Ease-of-use, long a peripheral issue, has now become central.
The perfect moment to market and/or communicate with a customer is just after they have successfully completed a task.
Facebook started off as a people directory. Why connecting people is the new goldmine both inside and outside organizations.
Search behaviour is one window into the customer’s mind. But there are many others.
Some years ago I listened as a CIO for a large organization boasted about his new sales management system. The new system required sales reps to go through 14 steps in order to enter a sales lead. The old system required 4 steps.
As a website becomes larger and more complex, navigation should focus on helping customers move forward. Helping them move backwards or sideways can cause major distraction and confusion.
Many customers think first about the product they have; even when they are looking for support for that product.
Metrics are not people. The greatest weakness most web teams have is a lack of empathy for their customers.
Evidence-based decision making is something that very much suits the Cisco culture. “Consider the alternatives to evidence-based decision making and it is hard not to be a believer,” Bill Skeet, Senior Manager of Customer Experience for Cisco Digital Support states. “If you aren't using evidence to make decisions, then decisions are subjective (rather than objective) and imposed by fiat.
How do you know your customers are getting their problems solved quickly and easily? This is a question that has challenged many support websites. The traditional approach has tended to involve customer satisfaction and visitor volume metrics.
Some believe that because they are not involved in commercial websites they don’t have to prove value. That’s not true.
If content is king, why are content professionals paid so little?