Articles

Tag: behavior (page 2)

  • Web Experience: How Useful is Your Website?

    Great websites have a clear function, purpose and use. What does your website help your customers to do? Craiglist is used by more than 50 million in the US alone to buy and sell stuff, find apartments, work, etc. Craigslist epitomizes anti-marketing and anti-design yet it is hugely successful.

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  • Customer Experience: How to Choose the Right Web Metrics

    Judge your success based on how successful you make your customer. There once was a business-to-business website that sought to bring buyers and sellers together. When it started out it had a simple philosophy: Have as many sellers as possible and the buyers will come.

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  • CXM: Is Your Content Getting in the Customer's Way?

    Most customers need another page of your content like they need another piece of spam in their inbox. "The content people are killing the website," a web manager told me sadly. Twelve months previously the company had reviewed its website.

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  • Web Experience: From Built to Last to Built to Change

    The Web facilitates continuous testing and improvement. Great web designs are responsive and flexible. They allow for rapid innovation based on feedback. Hulu is a web-based premium content service owned by NBCUniversal, Fox Entertainment Group and The Walt Disney Company, with the remainder being owned by Providence Equity Partners.

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  • Customer Experience: The Age of Data

    If you're part of a large website then understanding human behavioral data will be central to the advancement of your career.

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  • CXM: UK Councils Embrace Top Tasks Approach

    Top Tasks Management involves continuously improving the top tasks of your customers. "Two years ago we introduced the concept of top tasks," the Socitm Better Connected 2012 report on UK websites states. "Last year we tested it out.

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  • CXM: Does it Pay to Fool the Customer?

    For many years, there has been an unwritten rule in business that while the customer may be king your number one objective should be to turn them into a pauper. You don't learn about real business at business school.

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  • CXM: Support Communities Are Where Customers Are Won and Lost

    Support communities, indeed social media in general, is how a potential customer finds out what an organization is really like. You're buying a car and you've had a wonderful conversation with the sales executive.

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  • Web Experience: Is There Such a Thing as Content Strategy?

    Strategy is defined at a senior management level. Good content can help implement that strategy. I believe in the power of web content, particularly words. I have spent my career of nearly 18 years encouraging organizations to take content seriously.

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  • Customer Experience: Why Are Ugly Websites So Successful?

    "Techmeme has redesigned," Gabe Rivera founder of the popular technology news site wrote in January 2012. "Drudge Report is now indisputably the web's ugliest news site." I use Techmeme all the time. I find it an excellent news website.

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  • E2.0: How to Increase Productivity in the Digital Workplace

    When an employee is on a salary, managers don't care about their time. They think it is elastic. This is why intranets perform so poorly. It was a hot summer evening in Houston.

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  • Customer Experience: The Customer is the Advertiser

    The customer is the marketer; that's what social media is for. The customer is the advertiser; that's what Google is for. In a world where people have lots of time and there is very little education and very little information, traditional marketing and advertising thrives.

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  • CXM: A Day in the Life of a Web Novice Manager

    "This website needs a total redesign," Bartholomew Daehria guffawed enthusiastically. "It needs to be much more interactive and visually attractive." Tom's heart sank. Another new manager. He's seen it all so many times before.

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  • Customer Experience: Navigating Through Crowds and Experts

    We compare in order to make the best decision. To do that we need to consider the opinion of both experts and crowds. Lulu is a musical collaboration between Lou Reed and Metallica.

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