Category Archives: Company culture

First impressions at UBS

Posted on December 15, 2010 by Amanda Wingard-Phillips

First impressions count. When it comes to professional services, front-line employees’ attire, demeanor, and overall appearance can imbue customers with a sense of confidence and trust, or undermine their faith in the company to the point of taking their business … Continue reading →

Posted in Company culture, VOE | 1 Comment

Happy employees make for happy customers

Posted on October 14, 2010 by Amanda Wingard-Phillips

I listened in on a webinar by a CX analyst at Forrester Research about how to leverage Voice of the Consumer (VOC) to increase customer loyalty. He talked about the lifecycle of VOC programs: listen -> interpret -> react -> … Continue reading →

Posted in Company culture, Feedback, VOC, VOE | Leave a comment

Who’s on your team?

Posted on September 9, 2010 by Amanda Wingard-Phillips

If your company’s culture does not fully support the mission of delivering exceptional customer experiences, you are unlikely to succeed. For better or for worse, culture is not set by management via some magical, omnipotent edict – instead, every person … Continue reading →

Posted in Company culture | Leave a comment

VOC basics

Posted on August 18, 2010 by Amanda Wingard-Phillips

Here are my take-aways from a recent Clarabridge / Vovici  VOC webinar. Looking over my notes, I realize that I did a poor job of distinguishing the content of the presentation from my own thoughts and commentary. So, here it … Continue reading →

Posted in Company culture, Surveys, VOC | Leave a comment

Why you need a content strategy

Posted on June 6, 2010 by Amanda Wingard-Phillips

Notes from a recent webinar … In your company, does content suffer from both micromanagement and neglect? Is there an underlying sense of “We know it’s bad, but it’s too messy to tackle”? Do you suffer from Content by Committee, … Continue reading →

Posted in Company culture, Usability | Leave a comment

DIY user testing

Posted on May 27, 2010 by Amanda Wingard-Phillips

I finally got to read Steve Krug’s follow-up to Don’t Make Me Think (about usability basics) and it did not disappoint! The book’s title, Rocket Surgery Made Easy, comes from Krug’s comment in the previous book that user testing isn’t … Continue reading →

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

Lessons for startups

Posted on April 25, 2010 by Amanda Wingard-Phillips

I read a book in which The Motley Fool brothers advised readers on what to do with their money following the tech bubble burst. The advice seemed fitting for the current economic situation as well; however, the analysis of why … Continue reading →

Posted in Company culture, Product design | Leave a comment