Interestingly recently I had a very bad experience booking some accommodation. Out of anything that bad, can come some good. It seems that sometimes we are just loosing sight of the fact that customer (experience) service is in many cases more important than the products we are selling. So I have put together this quick list of what went wrong and how any business can learn from these mistakes:
Any business needs to present itself in its best possible light to its customers.
With a new customer every aspect of the business is on display, under review constantly as the customer gains the confidence in that business. From the website, initial customer contact to service provision.
We have all done this, be it from the corner shop, a local cafe, a hotel, to ordering things online. It’s pretty much a given isn’t it, the initial user experience is everything. Or is it?
Recently I came across what was a very bad initial customer experience – not that they aren’t that hard to find.
Previously I have talked at length about burnout and knowing when you are working too much and how to step aside. Friend Derek Featherstone has also written about burnout and finding some white space in our lives.
Kelly Goto at Web Directions South 2009, last week, also spoke on finding more time between moments (YoYu). Ben Buchanan explains YoYu really well too. Everything these good people and I have said is true.
Does small business really need online social media. Is it really going to provide those instant benefits that the media and some experts are raving about.
Online Social networkers (or media) is now all the rave. It’s the new kid on the block, the dream that some many people in business are now chasing as the quick fix. Now I have seen this wave of blind business hysteria all before, it’s nothing new.
Gary Barber
I'm an independent User Experience Designer. I design and enhance complete web user experiences (websites), usable web interfaces, build web architectures, prototypes, conduct usability & accessibility tests or audits.
I just make your websites better than they are.
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