Tough Economic Times Call for Greater Localization of Website Content
For at least a decade, global companies have pursued online regionalization policies with varying degrees of commitment and enthusiasm. Radical contraction in the world economy has injected a far...
View ArticleFour Seasons $18m Redesign Is Taking a Lot of Heat
Four Seasons recently launched a massive overhaul of their website(you can read the econsultancy.com piece here). E-consultancy readers everywhere immediately chipped in their critiques of the...
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Trust Is the New Black (of brand metrics)
How does your brand measure the health of your relationship with your customers? If you answered: “Satisfaction,” then you are not keeping up with the latest in metrics fashion. Trust is the new black...
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Why Do Consumers ‘Like’ Products?
‘Likes’ in social media link to product purchases. As discussed in an earlier article here, we surveyed our participant database in October of 2011 to ask about their behavior in regards to social...
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Why Do Consumers ‘Like’ Products? Part 2
In previous articles here and here, we’ve discussed the benefits of ‘liking’ in social media and how 42% of our respondents in a social media survey (October 2011) reported making a purchase based on...
View ArticleOctober Webinette – Tips on Mobile Taxonomies
We hope you were able to join us for our tablet webinette last week. If not, check out our webinette page where it’s live now. To continue our tablet and mobile webinette series in preparation for...
View ArticleWA(RP)®: Small Tag, Huge Business Impact
One of our customers is a pure-play e-commerce business. They wanted to quantify interest in a radical new service option. To gain competitive advantage, they needed answers quickly — much faster than...
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A User Experience Analysts Take on the iPhone 5
As everyone is aware by now, the iPhone 5 released last week. Along with it came an updated iOS in addition to a new charging cable. We wanted to talk about the iPhone more simply and with less of an...
View ArticleHigh Level View Of Your Users: WA(RP)® + ClickTale
Using WA(RP)® To Deploy ClickTale On Command. ClickTale is a great tool for getting a visual understanding of what people are doing on your website. Whether it’s individual visits showing a replay of...
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Amplifying the Customer’s Voice — so the CEO Can Act on It
CEOs typically devote much of their time to analyzing their company’s financial data and operating metrics. We suggest, however, that they could profit more by installing feedback review as a part of...
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Website Personas: A Practitioner’s Guide – Customizing your Personas for the...
The persona series to this point focused on personas built specifically for website design teams. True, they can be utilized by teams from other functions (customer service, advertising, lead-gen,...
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Unstructured Survey Data: A Practitioner’s Approach to Extracting Value from...
We frequently field inquires from customers about how we can help them handle ever-rising volumes of unstructured data. The curious thing about these inquiries is that they often come from companies...
View ArticleInternet Retailer, Mobile Shopping, and Listening to Your Customers
Internet retailer published an article called “Above all else, shoppers say mobile sites must be easy to use”. This article discusses mobile shopping and shoppers preferences for mobile shopping...
View ArticleGet rid of (or at least modify) those Net Promoter and Satisfaction scores
Stop the presses! Jiffy Lube has, according to Ad Age, made a startling discovery. Jiffy Lube’s Net Promoter Score (NPS), the metric touted as “the one number you need to grow,” was not actually...
View ArticleCustomer Journey Nightmare: Best Buy
Forrester has just come out with another of its exhaustive guides to personas, scenarios, and the customer journey. While I consider Forrester’s approach to personas to be dated and simplistic, they...
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Usability Can’t Save the World
….well, duh, doesn’t everybody know that? To be more specific, then, usability can’t always save your product or company. Here’s why: sometimes customers struggle to use a product because its core...
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Interception! Best Practices for a Field Study
Usability testing is not limited to labs with one-way glass windows and video cameras; every now and then a product needs to be tested that either is too unwieldy for a lab or needs to be used within a...
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The Case for RWD
A study conducted by Google entitled “The New Multi-screen World “found more people are accessing online content using different devices of varying screen size. For example, people might start...
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Making Users Uncomfortable (On Purpose)
In this thought-provoking article, “Uncomfortable User Experience,” by Steve Benford et al., a new component of interactivity is discussed: deliberate use of discomfort as a part of an experience. The...
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Ignoring Mobile
It’s no surprise that mobile is important. Mobile internet usage, including mobile apps and mobile browsers, already accounts for more internet usage than desktops, according to both CNN and Nielsen....
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