“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. If [...]
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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 communications related [...] With the negative outlook of the economy and reports of down holiday spending, merchants need to look at basics for attracting and retaining customers. Companies can weather the storm by focusing on core competencies, innovating, and reaching out to customers with individual information. Here’s a look at three principals for accomplishing this goal and some companies [...] I recently made a return to Costco for a misbehaving GPS unit. My experience was made easy in large part because of Costco’s friendly return policy. The store clerk didn’t give me a hard time or ask me any detailed questions. I didn’t even need to fill out a form. But the real find in the transaction [...] Much of my working life has revolved around eCommerce sites. I’m both a practitioner and a customer and I look for patterns and features of a site that add value and utility to the customer experience. I was thinking about a few of my “lessons learned” over the past several years after I went through a [...] |
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