Articles

Tag: behavior (page 7)

  • WEM: Poor Website Design Holds Businesses Hostage

    Online visitors form a first impression of a website quicker than the blink of an eye -- literally. It typically takes humans 300 to 400 milliseconds to blink. Meanwhile, scientific research led by Dr. Gitte Lindgaard at Carleton University in Ontario reveals websites have as little as 50 milliseconds to

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  • Web Engagement: Text is More Important than Images on the Web

    The Web is primarily a text-driven medium and will remain so despite the rise of video.

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  • Web Engagement: Web Customers Crave Speed, Not Emotional Experiences

    Great websites focus on solving top customer tasks. They solve problems as quickly as possible. "We're trying very hard to get you something fast," Google CEO Eric Schmidt stated recently. "Never underestimate the power of fast. Quick, quick, quick-we want to help you right now.

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  • Web Engagement: On the Web, Sell the Sausage, Not the Sizzle

    Traditional marketing and communication techniques are becoming less and less valid on the Web. There used to be a famous ad on Irish TV selling bacon and sausages that placed a lot of emphasis on the sizzle of the frying pan.

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  • Web Optimization: When Search Results Mislead

    Large numbers of visitors for a particular search term is not in itself a positive thing. We always have to ask the question why? One of the most popular search terms within the OECD website is "CEE countries." Which is a bit puzzling because the OECD doesn't have

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  • Web Engagement: The New Marketer and Communicator

    The Web is radically changing how we as marketers and communicators need to do our job. We need to change our mindset from organization-centric to customer-centric. Over the years I have had the pleasure of dealing with some really great companies.

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  • Web Engagement: The Problems with FAQs

    Links are signposts. They are promises to the customer. They must tell customers where they are going and what they will get when they get there. The essential problem with the Frequently Asked Question is that it is not useful or helpful.

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  • Content Strategy: 7 Practical Tips for Getting Stakeholder Buy In

    Content Strategy (CS) as a topic has gained significant recognition and momentum, but that doesn't mean all stakeholders get it, nor that they will buy-in to your CS-driven priorities. Here are 7 road-tested tips on how to make that happen more successfully. The What exactly is Content Strategy? question continues

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  • Web Management's Biggest Issue: Confusing Menus and Links

    No other single factor causes greater customer frustration and dissatisfaction than confusing menus and links. The root cause of most confusing menus and links is organizational language and thinking. Take, for example, the FAQ. Over the years, I've found that most customers don't even know what an FAQ is.

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  • WEM: Three Important Benefits of Personas

    Next time you have a chance to watch someone reading a map, look for the first thing they do. They'll likely do the exact same thing everyone else does: find themselves on the map.

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  • WEM: Web Teams Need Constant Feedback

    Living systems get constant feedback from their external environment. To truly succeed, web teams need constant feedback from their customers. You're a manager in a restaurant. It's raining. A customer walks in and almost slips on the mat in front of the door.

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  • WEM: Innovation in Customer Experience

    In a complex world, innovation shifts from creating and adding to simplifying and removing. I once had a chat with a frustrated content management salesman. He believed in simplicity but had great difficulty selling it. "Customers may need simplicity but they always end up buying complexity.

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  • It's Not What People Say, It's What They Do

    Never make management decisions for a website based on opinions. There is often a Jekyll and Hyde difference between what people say and what they do. SIMS is a hugely popular simulation game. They wanted to improve sign up for optional registration for those who had purchased the game.

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  • Web Manager: Top Tasks Versus Tiny Tasks

    Separating the top tasks from the tiny tasks is one of a web manager's most important responsibilities. A major publisher has for the last 30 years published technical books that can be up to 200 pages long.

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