Insights

From building trust to building use

The world is facing a crisis in traditional trust. And that’s a good thing. Traditional trust has facilitated a type of god-like leadership and management model based on hierarchy and ego. A survey of 28,600 young people in 30 countries, published by Viacom in 2017, found that only 2% of trusted politicians and only 9%… Read More »

Metrics drive behavior and culture

Whenever you find organizations behaving badly you can nearly always find a series of metrics driving that bad behavior. The Irish Police (Garda) have been under intense scrutiny recently over the falsification of millions of breathalyzer tests. To achieve targets numbers were made up. Saving lives on the road by ensuring drunk drivers are found… Read More »

Why government must care about customer experience

For too long, government has felt comfortable behind the shield that it is a monopoly. But today, if government can’t prove it’s useful, it will face continuing challenges to its authority and purpose. Over the years, when I have proposed making it easier for citizens to do things on the Web with government, I have… Read More »

Dashboards and other meaningless forms of navigation

I use Optimal Workshop quite a bit. It’s an excellent service for testing navigation, among other things, and I would definitely recommend it. Recently, I needed to duplicate a study. I had done this once before so I knew it could be done. However, no matter where I clicked I could not figure out how… Read More »

Service culture in action

In December 2013, a man came to the Clarion Hotel Arlanda Airport in Sweden with a special request. He wanted to know whether he could book a room for two on New Year’s Eve; himself and his dog. His dog had a thing about spending New Year in a hotel with champagne and caviar, and… Read More »

The sad story of a lonely piece of content

“Just because I’m a link, they don’t think of me as content,” said Product Features. “It’s discrimination.” “Yes, it’s total discrimination,” said Pricing. “Here I am in the navigation. If I was in the middle of a sentence, I’d be content, but because I’m in the Navigation, I’m not content. It’s not fair.” “At least… Read More »

We need genuine customer experience metrics

Customer experience is a philosophy and culture that puts the customer first in the belief that the best way to meet organizational objectives is to meet customer objectives. The wrong metrics, the wrong behavior. The right metrics, the right behavior. Many websites measure success based on how many leads the website generates, or how many… Read More »

Men are emotional, women are rational

When confronted by data, our gut instincts, received wisdom, common sense, and stereotypes, are often proven to be wrong. We need to be able to change our opinion based on evidence. I was brought up to believe that women are more emotional and less rational than men. But in a range of behavior data I’ve… Read More »

The caring economy: careers of the present and future

Today, and tomorrow, it pays to care. “Let’s face it, many of the products made today are becoming commodities with the same basic components and performance levels. How different is one bank ATM machine from another? How different is the performance and reliability of one car from another? “How will business differentiate itself in a… Read More »