Monthly Archives: November 2010

CX fail: Sharing on Facebook

Today, I registered for an event online and received the following confirmation / invitation to share on Facebook. I really liked the message and thought, “Sure, why not? Maybe some of my Facebook friends would be interested” (plus, I’m on … Continue reading

Posted in Customer behavior, Product design | Leave a comment

Make it easy for me to help you

I’m a big of customer surveys. I like designing them. I like seeing responses come in. I like how well they can uncover key CX issues. I like reading the free-form comments – a hilarious one in every bunch, guaranteed. … Continue reading

Posted in Feedback, Surveys | Leave a comment

Tapping customers for product ideas

Too many companies take the “If we build it, they will come” philosophy of product design. They lose sight of their customers and start designing for themselves. As a general rule, if you can navigate your site/product/whathaveyou with your eyes … Continue reading

Posted in Feedback, Product design, VOC | Leave a comment