Blog & Resources

Senior Usability

THE Customer Experience Question That Silences The Room

I've been involved in many launches. Launches of web sites, mostly, but launches of other things, too, like products or new brands or companies. Launches are exciting. People work very, very hard for much longer than any customer most likely ...

User Experience vs. Customer Experience

The following is a Best of 360Connext post. Customer experience is always a little tricky to explain. It's just so darn big. What doesn't it cover (not much) and who is responsible (good question). Often, customer experience is translated into ...

Performance Metrics Are Great, But Always Late

In other words, you don't know what you think you know. Many a business guru have promoted metrics as the end-all of business goals. Set a goal, measure key performance indicators, and adjust accordingly. Which is great. Except they're always late. ...

3 Ways You Cause Customers To Lose Their Way

Honestly, helping your customers find their way is so critical, it's baffling how it's overlooked. Customers lose their way and then wander out to find your competitors. They wander out of your store, your web site, your mobile app...and then ...

Setting Rules For Emotionally Engaging Customers

Earlier, we discussed how diversity impacts the customer experience. Diversity is so tricky, right? The minute you announce "we are diverse!" is the moment you are suddenly looking at people the very way we don't want to be viewed. We ...

Your Online Experience Isn't Great (Just a Lucky Guess)

One of the main ways I help clients is by reviewing their online customer experience. I have a proprietary report I use to make sure I cover all the objective basics - navigation, ease-of-task, legibility, etc. But what I tend ...

Don’t Throw Out the User Experience Baby with the Usability Bathwater

Let me get one thing out of the way: I am not a user experience architect or designer. I can't make a wireframe to save my life. BUT...I can break 'em pretty good. :-) One of my roles as a ...

What I'm Looking for at SXSW Interactive

There's a lot of hype around the South-by-Southwest Interactive Conference, and much of it is about parties. While parties are fun, I'm going to seek out a few things specifically. Here are my top 5. Please let me know if ...

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