A brief and lighthearted post today based on something I saw (and screen-captured) that made me laugh out loud. Like an old boss of mine, I’m a screenshot addict. But before the screenshot, a little background: Every so often, I go through the emails I get on a regular basis and unsubscribe from a bunch [...]
Walmart Marketplace Yesterday, Walmart launched Walmart Marketplace, which will, apparently, give you “more of what you’re looking for – for less”. It’s an exciting development that some think positions the company to compete with Amazon. Unfortunately, no one knows what a “Marketplace” is, or how it’s different from a “Store”. What is it? The press [...]
Seth Godin wrote this morning about a terrible user experience calling the KitchenAid IVR service line. The automated phone system is an easy target and one that many (arguably most) companies do a poor job of. It may be the most blatant customer experiences flaw your company is inflicting, but probably not the only one.
Some of the best usability advice you’ll ever get is to try being your own customer. If you haven’t bought a product or called a sales person in your company in the past three months, do it. Today. Seth Godin uses the example of Interactive Voice Response (IVR) frustration (which is often immediately followed by [...]
Usability is often where web marketers mistakenly turn when they need to improve the lead generation or e-commerce results from their web site. The problem is that Usability “experts” will often recommend a plethora of time-consuming and expensive projects that will beguile the marketer into believing that they’re increasing their site’s effectiveness. The sheer magnitude [...]