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Tag Archives: usability
Trust Your Staff to Make Decisions
The failure to give your organization the flexibility to serve customers is a big mistake. Many companies make this mistake. Often the basic problem is managers don’t trust that their systems to hire and develop people that will make good … Continue reading
Posted in Customer focus, Management, Respect, Software Development
Tagged airlines, bad customer service, Customer focus, Process improvement, usability
8 Comments
Joel Spolsky Webcast on Creating Social Web Resources
Joel Spolsky webcast on creating Stack Overflow (with the goal of providing answers to professional programmers) using ideas from anthropology. Once again he provides great information. This is particularly interesting for software development but also just a good presentation for … Continue reading
Posted in Customer focus, IT, Software Development, Systems thinking, webcast
Tagged Customer focus, internet, Joel Spolsky, Software Development, usability, webcast
2 Comments
Customer Friendly Terms of Use Language
The Aviary web site provides a very nice example of customer focus. They provide the legalese version of the terms of use and then explain what this actually mean in is simple terms. Good job. Legalese example 2. SITE CONTENT. … Continue reading
Posted in Customer focus, Psychology
Tagged Customer focus, internet, usability
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Disruptive Innovation Example: Eliminate Your Phone Bill
Clayton Christensen’s ideas on disruptive innovation are very powerful. I have written about Innovation Thinking with Clayton Christensen previously. Here is an example of such innovation. All you need is a broadband internet connection and you can Kiss your phone … Continue reading
Posted in Innovation
Tagged bad customer service, disruptive innovation, Innovation, internet, usability
Comments Off on Disruptive Innovation Example: Eliminate Your Phone Bill
Lame Move by Google
Google does great things and makes good decisions most often. However a recent move on their part has ended very lamely. As part of what their 10th anniversary celebration they provided a search of the 2001 index (the oldest index … Continue reading
Posted in Customer focus, Google, IT
Tagged Creativity, Customer focus, engineering, Google, internet, usability
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Making Life Difficult for Customers
Companies seem to think technology is an excuse to provide bad service. Or maybe they don’t need any excuse at all to do so, based on how often they provide bad service. My latest experience with lame pointy haired boss … Continue reading
Posted in Customer focus, IT, Management, Software Development
Tagged bad customer service, internet, Madison, Software Development, usability, Wisconsin
5 Comments
Gobbledygook
How is this for Gobbledygook? Your home banking access code is expired! You must change your access code at this time. Your access code: * may be between 4 and 20 characters in length * must not have been changed … Continue reading
Posted in Customer focus, IT, Management, Software Development
Tagged bad customer service, programming, Software Development, usability
2 Comments
Don’t Do What Your Users Say
In, Don’t do what your users say, Hanford Lemoore, provides a nice illustration of why customer focus is important but must be done with care. in UI design it’s important to understand that what a user says and what a … Continue reading
Posted in Customer focus, Deming, Management, Software Development
Tagged Creativity, Customer focus, Software Development, usability
Comments Off on Don’t Do What Your Users Say
Pleasing Customers
Why is 37signals so arrogant? by Don Norman The Brash Boys at 37signals Will Tell You: Keep it Simple, Stupid. Brash is an understatement. I was quoted in the article because of my article arguing that simplicity is highly overrated: … Continue reading
Businesses Tell the IRS They Are Not American but Executives Stay in USA
I have previously written about the ethically challenged companies that claim they are not American to avoid paying the taxes that they owe. For some reason the executives, often seem to stay in the USA though? It is sad that … Continue reading →