We must measure customer time

The vast majority of organizations I have worked with over the years have no concept of customer time. It is simply not an issue from a management perspective. I recently observed an online environment that was exceptionally slow for customers. Its pages took an average of 20 seconds to load. But that wasn’t the major… Read More »

Diversity, polarization and connectivity

At one level, the Web facilitates diversity. At another, it encourages uniformity. Paradox and contradiction seems to be the hallmark of complex, interconnected systems. In politics, the Web has allowed those of similar views to flock together. The center struggles as the wings and peripheries bulge. Tribalism and groupthink are flourishing. “The divisions between Republicans… Read More »

Google Maps and its unintended consequences

“The traffic in Brighton has gotten much worse in the last couple of years,” Daryl, my taxi driver stated. “People haven’t been buying more cars than usual. It’s the same quantity of cars, it’s just a lot more congested. And Google is to blame.” Daryl runs a seven-person taxi company in Brighton, so he has… Read More »

Data and stories: the perfect combination to drive change

One of the most powerful ways to make change happen is to combine solid data with real stories about the people who make up that data. Jessica Shortall gave an excellent presentation at the 2017 Webdagene Customer Experience conference in Oslo about using data and stories to change attitudes in Texas. In recent years, Texas… Read More »

What we think are facts are often wrong

Too often, our memories, gut instinct and opinions are simply wrong. Digital gives us the opportunity to base decisions more on reality and what is actually happening; rather than on what we think is reality or think is happening. The whine that older people make about younger people is louder than any jet engine. It’s… Read More »

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 »