Chrome
Yes, so no one really likes warning messages/prompts! Speaking of browser windows… we all have our personal preferences on what works best for us. What browser makes you feel the most productive? Is it...
View ArticleIs It Me? – The pain of bad UX
As Bill Hicks, the late, great, Texas comedian used to often say “Is it me…?”. We all get upset about something, but as UX practitioner, I think the things that really get my goat are sometimes...
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The Long Wow!
The Long Wow is a means to achieving long-term customer loyalty through systematically impressing your customers again and again. Going a step beyond just measuring loyalty, the Long Wow is a...
View ArticleEverything I need to know about customer experience I learned from my mom
My mom was a trailblazer. She was one of only a few women working in a technical role at IBM “back in the day.” But more importantly, she was a thought leader for customer experience before that...
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End user, customer or product?
Last week, I wrote a blog post about how to sell an intranet to your organization and I quickly talked about who the customer of the Intranet should be. The quick definition of customer is someone...
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Bridging Employee and Customer Experience
You may have heard these stories… A customer’s mother had recently had some medical treatment that left her feet numb and sensitive to pressure – and also rendering most of her shoes totally useless....
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