Articles

Tag: behavior (page 8)

  • 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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  • Web Experience: The Customer is a Stranger

    The organization is a tribe and the customer is a stranger. That's why it's so hard to be customer-centric. Some years ago, HSBC Hong Kong had what they thought was a reasonably straightforward mortgage inquiry form.

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  • WEM Perspectives: The Relevance of Relevance

    Every click and every second counts. So optimize your marketing campaigns by focusing on delivering relevant, personally meaningful messages. The business of marketing is shifting yet again, and this shift requires that marketers deliver personally relevant and meaningful content to their intended audience.

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  • Web Design: The Reason Why Ad Agency Websites are Truly Awful

    Advertising agencies don't get the Web because the web is the place people go to do things. In 2004, I wrote an article advising companies to never, ever let an advertising agency near their website. Back then, ad agency websites were a total joke.

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  • WEM Perspectives: Why Website Personalization Matters

    There is a lot of buzz going on around personalization in the online world -- how to use it, does it matter, won't the visitor be suspicious, etc. From where I stand, personalization matters. Here's why. Offline Personalization is Essential and Normal In the offline world, personalization is everywhere.

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  • #gilbanesf Web Engagement: Personas and Molding the Customer Experience

    One of the final sessions from last week's Gilbane conference (see our coverage here ) in San Francisco focused on Personas, Market Segmentation and User Experience design. Strong assertions were made (e.g., "data without segmentation is crap") and key lessons shared. Here are the highlights and take-aways.

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  • #gilbanesf 8 Stages in Evolution of Relevant Corporate Sites

    Jeremiah Owyang of the Altimeter Group keynoted the Gilbane Conference in San Francisco today. His thought-provoking talk was focused on the roadmap for the social corporate websites with the goal of making them relevant again. In the future, he asserts, there will be no corporate sites.

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  • WEM Perspectives: Geeks Are Essential to Your Engagement Strategy

    There's no two ways about it: Your technical team needs to participate in your marketing plans from the get-go -- that is, if you want your Web Engagement Management (WEM) strategy to be successful.

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  • Time is (Still) Money: Increasing Employee Productivity (Part 1)

    Most organizations are only operating at 60 percent efficiency even though they may have the most cutting edge information technology available. I was at a conference recently where a speaker asked an audience of some 600 intranet professionals to raise their hands if their organizations used SAP.

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