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Company websites are an opportunity to create solutions for a customer. The website is not about your products/services and how great they are. The website is about how your products/services solve problems/needs for customers.
The website is not about your many awards and achievements. The website is about the customers that were satisfied to win those awards.
The website is not about keeping customers away from you by having a generic set of FAQs. The website is about getting customers in touch with people that can answer questions.
The website is not about public relations copy and marketing spin. The website is about communicating in real language with real people.
…Continue reading >>
I don’t like process waste.
Who does? But how many of us really try to change processes to eliminate or reduce waste? In my experience this is a tough topic, and I dare say an unwelcome one, most of the time. The problem is that in an organization processes are tied to job existence and security. So the people in charge of setting the processes and administering them really don’t see the incentive to make adjustments.
I’m nearing my 20th year of software development experience, so I’ve observed and talked to many practitioners about software development process philosophies and techniques. Process waste starts to build when the people within the …Continue reading >>
There are two groups of people in your eCommerce organization that are on the front-line of dealing directly with customers each day: the help desk and the call center. Yet when we think about the software development release cycle, it’s easy to focus all of our attention on the planning, development, and testing cycles for release management and forget about the people who provide operational support.
The work to keep the help desk and call center in the know is not difficult, but it does require periodic and intentionally focused effort. There are a few things I’ve learned over the years to help keep the front line up-to-date.
1. Make …Continue reading >>
December 30th, 2011 | | Tags: cloud computingLast week I wrote a post about why cloud computing is important to more than Information Technology groups. My main position was that people today are becoming connected to the internet with more than a single device. Gone are the days of a single PC. Today, many consumers are connecting to data and other people with their PC/Laptop, Smartphone, tablet, iPad, etc.
So the availability of data is becoming more relevant to consumers today. Over the past year I’ve been transitioning myself to the cloud and trying services for documents, music, photographs, passwords, videos, and social sharing. I’ve come to the point that now my default thinking about data storage …Continue reading >>
December 23rd, 2011 | | Tags: cloud computingIs IT moving to the cloud? Cloud Computing is one of the IT industry buzzword these days for computing services. Gartner senior analyst Ben Pring says, “It’s become the phrase du jour.” But why is it so attractive? To answer this let’s start with a definition. Wikipedia defines cloud computing as
“the delivery of computing as a service rather than a product, whereby shared resources, software, and information are provided to computers and other devices as a metered service over a network(typically the Internet).”
For IT groups it gives the potential to reduce costs and increase speed of service (every CIOs dream). They aren’t burdened with hardware maintenance, software release …Continue reading >>
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