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| Page 1 of 1 | Previous | Next | WORKFACE SEPTEMBER 7, 2011  Cultivating the Customer Experience (You're Not a Vending Machine) The web is littered with articles on how to craft the perfect user experience: some good, some bad. It's rare to find an article that sticks for longer than the time it takes to close the browser tab. I'm not jaded about it, but the signal-to-noise ratio is often tuned to the static end of the spectrum. It's like a Terminator film, and your wallet is Sarah Conner. Dare I say a human being? | WORKFACE SEPTEMBER 21, 2011  Treating Your Customers Like People – Not “Names” In 1978, Bob Seger topped the charts with Feel Like a Number , a lament about how large institutions often dehumanize their individual constituents. The song struck a cord (if you’ll excuse the bad pun) with fans and remained popular for years because no one likes being made to feel anonymous— like a number, a statistic, a mere name. ’ That was eight years ago. An extreme example? | | | | | |
| WORKFACE SEPTEMBER 6, 2011 Messengers of Trust: Part II In my last blog post, Messengers of Trust: Part I, I stated that all products, services, and messages are created by people and that customers have an innate ability to interpret the intentions of the (often unseen) people behind the products, services and messages they are evaluating. As companies evolve, my argument is that the enlightened ones will enable their people with the tools to build direct, real-time relationships with web-based customers through customer engagement because there is no better messenger of trust than an authentic, well intentioned human being. Trust is perception. | |
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