As the Web matures, search behavior changes

As the Web matures, we search less for our top tasks, and we search more for our tiny tasks. When you move to a new city, you’re going to do a lot of searching. You’re going to search for supermarkets, local shops, local cafes and restaurants. The longer you live in the city, the less… Read More »


Shortlisting is the process of moving from a long list of often poorly worded statements to a clear list of tasks that might matter to people in a decision-making environment (buying a car, choosing a university, using a piece of software, etc.) Typically, it takes about three weeks to collect all the potential tasks from… Read More »

Words still matter (even in IT)

Did you hear the joke about the Danish medical system for the amputation of legs? It gives you two choices. To amputate the “left” leg or to amputate the “correct” leg. Actually, it’s not a joke. It’s an actual IT system installed by Epic Systems (what a name!).  The Epic health system is most definitely… Read More »

Net Promoter Score (NPS) metrics are not enough

Anything that focuses on customers is heading in the right direction. Jeff Sauro calls the Net Promoter Score (NPS) “a reasonable proxy for historical or current revenue in some industries and potentially for future revenue and likely self-reported customer retention”. Conversely, Jared Spool believes that the science behind NPS is “wacky” and that NPS’ biggest… Read More »

Content is service, service is content

“So we want to better organize our content,” the manager told me one day. “Get rid of all the old and irrelevant stuff and rewrite what’s important in more customer-centric language.” Everything sounded good so far. “We want to simplify the navigation and really improve the search.” This manager was making a lot of sense.… Read More »

Poor customer experience is not an accident

A friend of mine was waiting in a long queue in a small Irish town to get money out of a bank machine. It was a big queue. When he got inside he saw four machines, but only one of them allowed him to take money out. Three of them were exclusively for lodging money… Read More »

Too many managers

“More than two-thirds of employees around the world say they have to consult with more than one boss to get their jobs done,” The Wall Street Journal quoted a Gartner report in 2018. Nearly the same waste significant time waiting for guidance from senior leaders. Buurtzorg, a Dutch home-care nursing organization, has no managers. In… Read More »

Making the customer part of the culture

A constant stream of unfiltered customer comments fill large screens placed in busy areas of the Fidelity International offices in London. Close by are white screens and markers and chairs and tables. Staff will regularly be found congregating around the screens, discussing what they are seeing from customers, coming up with plans for how they… Read More »

Digital contributing to climate crisis

According to “The Cost of Music,” a joint study penned by the University of Glasgow and the University of Oslo, greenhouse gases were recorded at 140-million kilograms in 1977 for music production activities (vinyl; plastic packaging). Moreover, they were at 136 million kilograms in 1988 and 157 million in 2000. In 2016, the age of… Read More »

Competition versus collaboration

Which delivers betters results? A highly competitive environment or a highly collaborative one? There are some signs that in our highly complex world, collaboration is currently winning. Microsoft was a company that was hyper-competitive, both externally and internally. The strategy of pitting internal units against each other in a Darwinian struggle worked well for many… Read More »