Archive for the ‘user experience’ Category
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Wall of Shame Screenshot: Subscribe or Unsubscribe?
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 of companies who’ve emailed me too often, offer services no longer relevant to me, or haven’t provided enough value in their communications.
This usually involves clicking on a link in the email and visiting a landing page (Yes, unsubscribe pages are landing pages) to complete my task. If all goes well, there is no ill will towards the marketers who I’m going to hear from less, no loss of brand affinity, etc. If it goes less than ideal, then who knows what kind of trouble there will be in this highly networked world
So, I click the link to unsubscribe, hit the landing page and… Continue Reading
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Walmart Launches Marketplace. Market-who?
Walmart MarketplaceYesterday, 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 release makes it pretty clear that “Walmart Marketplace enables a select group of retailers to offer additional products at Walmart.com.” Specifically, Walmart is now allowing Continue Reading
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How to improve the customer experience
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.
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Usability Tip: Try Being Your Own Customer
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 ‘Interactive Voice Rage’) that’s so common, but your website is just as likely a culprit. Continue Reading
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Website Usability is Overrated
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 of activity involved can divert attention from the important areas that the marketer should be focusing to increase the site’s persuasiveness. Continue Reading
