Doing it right with customer focus

By Bob Williams, Leave a comment | Posted August 27th, 2011 in Customer Focus

Doing it right. I love seeing companies that are “doing it right” and reaping the rewards of success. By doing it right, I mean providing value driven products or services customers want and respect. Companies like Chick-fil-A, Disney, and QuickTrip (QT) come to mind. Wait a minute. Isn’t QT a gas station?

This week I [...]

Use case example – removing the ‘how’ from requirements

By Bob Williams, Leave a comment | Posted March 5th, 2011 in Agile Organization, Customer Focus, eCommerce

I met with members of a project management office this week to plan an upcoming software project. Do understand that this is not an agile software shop. So when I suggested we create use cases in lieu of a more formal requirement document suite I received some inquisitive stares. Really more like stares that silently [...]

Fathead return policy review and experience

By Bob Williams, Leave a comment | Posted December 12th, 2010 in Customer Focus

I bit on the Fathead Black Friday deal this year to order a team logo for my game room. The package arrived via UPS ground shipping a few days later. Unfortunately, the box was damaged during shipping and the damage causing damage to the logo as well. The logo was creased in multiple locations on [...]

Customer focused eCommerce: Volume testing techniques

By Bob Williams, 3 comments | Posted March 15th, 2009 in Customer Focus, eCommerce

“If you build it, they will come…”.  That’s a classic line from Field of Dreams. While I love baseball, this isn’t a post about our great American sport and its glory.  I’ve heard this quote it used on many occasions in casual conversation about things other than baseball. One example, is when building Internet sites. [...]

Acting on customer survey responses and input

By Bob Williams, Leave a comment | Posted December 30th, 2008 in Customer Focus, internet marketing

Question: Are “you spoke, we listened” campaigns effective?

Recently I was reviewing a set of customer survey responses from a web site I manage and grouping the comments into like categories. One of the take-aways was an action list of things to fix. As I was documenting the items that needed resolution I thought about [...]

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