Monthly Archives: April 2011’s mea culpa

Back in December, I wrote about’s CX fail. Well, I checked back and the company issued a mea culpa on its blog. It’s a noble gesture, but it begs the question of why the company didn’t anticipate the backlash … Continue reading

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(Restaurant) Menu Design

I came across this article¬†about how restaurants use psychology and menu design to increase customers’ selection of higher-margin items. Here’s the list: List it first. Customers are most likely to pick the first item listed under a given category. If … Continue reading

Posted in Customer behavior, Marketing, Pricing, Product design | Leave a comment

The Inmates Are Running the Asylum

I wanted to post a few notes and quotes about this great book by Alan Cooper: The Inmates Are Running the Asylum: Why High Tech Products Drive Us Crazy and How to Restore the Sanity. The biggest ‘Aha!’ moment for … Continue reading

Posted in Company culture, Product design, Usability, VOC | Leave a comment