My #2 Website Rule: Sip, Cup, Bath

My #2 Website Rule: Sip, Cup, Bath

“Sip, cup, bath” is my favorite advice for those who want to create a top performing website. Picture taking a sip from a cup, then picture drinking the whole cup, then imagine soaking in a bathtub. “Sip, cup, bath” informs the clickstream path and the order in which...
My #1 Website Rule: Know Your Audience

My #1 Website Rule: Know Your Audience

  Knowing your audience – I mean really understanding what their life is like, what their needs are, how they search for things – will make your business more successful. Perhaps I’m the millionth person to have said that. However, it is so fundamental and too often...
Intuitive customer empathy

Intuitive customer empathy

When a company truly cares for its customers … customers know it. They can feel it. You can’t fake it. You can’t collect surveys and never take action or never thank customers for their input. That isn’t genuine. Let me tell you about one company with sincere customer...
Amazon has ruined me for life

Amazon has ruined me for life

To clarify that headline, it is mostly Amazon Prime that has ruined me for life. I love buying online: it saves time, gas, and money. And I love it when online orders are delivered quickly. That’s what Amazon Prime offers – every order arrives in 2 days (sometimes in...
Don’t Trojan Horse your customer!

Don’t Trojan Horse your customer!

Today, my laptop prompted me to install a new version of Java. I usually go ahead and just do it – you need Java. I was starting my day and going through email when I saw the prompt to install the downloaded Java update. Problem is, they wanted me to install the...
Know thy customer – part 2

Know thy customer – part 2

(You can read part 1 on knowing your customer here.) I recently called the 1-800 number on my American Express card to inform them I’d be traveling out of the country. I wanted to be sure that overseas charges wouldn’t be flagged as suspicious. I depend on this credit...

The power of a phone call

I’m impressed! I got a call from the Hyatt Harborside Boston (photo is the view of the Boston skyline from this hotel) after I filled out a feedback survey about a recent visit. It’s quite rare for a customer to hear back from a company after they complete a survey....

Finally a company with a decent Groupon strategy

At long last, I have discovered a company that knows how to use Groupon to their advantage. Too many businesses have fallen into the trap of getting “new customers” via Groupon at the expense of losing out on revenue from the discount and then perhaps never seeing...

A cardinal rule of CX: Know thy customer

Want to give your customer a great experience? Then get to know them – and, crucially, remember something about them. The same principle holds true for the success of any social and professional relationship. This cardinal rule becomes even more crucial when a...