Your customers experience it that way around
In an earlier post I pondered meaningful approaches to measuring customer satisfaction. I’ve bumped into a couple of items about measurement which I enjoyed. Nothing conclusive yet. Hilarious article by Joel Spolsky about how management consultants get big businesses to pay money for nothing, because they persuade those businesses to pay attention to the wrong …
Continue reading “Customer satisfaction: the lead metric (2)”
I just discovered you can use CTRL-Tab to tab through windows within an application. Things like workbooks within Excel. Or tabbed browser windows within Firefox. This is fiddly, but I’m pleased that there is at least some kind of shortcut. You knew this one? Oh ok. It was news to me. And I found it …
I ended up in a discussion with someone working for a mobile phone operator the other week. They were talking about performance metrics: “We’re measuring ARPU (average revenue per user), signups and leavers,” he told me. “Oh – and customer satisfaction. But we don’t really worry about that much. And anyway it’s very hard to …
Jared Spool put his finger on (or close to) something that was bothering me. “Usability†doesn’t improve the world. In fact, it doesn’t change a thing. […] It’s the practice of design where the change comes from. I must say, I have a problem with where the word “usability” has ended up. Usability practitioners have …
Recently, someone called me up from a large media corportion asking for a training course in website interaction design. They told me they wanted to know what to put above the fold, and how to make a good navbar. They said they could use this best practice knowledge to win battles with editorial and marketing …