I followed up my ethics post from yesterday with a post on the Experience Matters blog entitled “Crisis Management Begins Before The Crisis” (disclosure: it’s my employer’s blog).
Here’s the very beginning and the very end:
“Toyota reminds me of a guy who buys flood insurance the day after the big rain…
It’s this process of being heard that [...]
Posts under ‘Barlow, Janelle and Claus Moller - A Complaint Is A Gif’
Follow-up On Ethics – Crisis Management Begins Before The Crisis
Customer Altruism: A Complaint Really Is A Gift
It is against our nature to respond receptively to complaints. At their base, complaints are alerts that we (or our business) are unsatisfactory and often are requests to change our behavior.
People usually don’t like being told how bad they suck.
But in business you have a responsibility to please your customers. In this effort, you may [...]
Handy Hints For Fixing Your Confusing Information Architecture
Information architecture isn’t sexy. In fact, good information architecture (or “IA”) shouldn’t be something your website visitors even notice.
Information architecture is basically how your site is designed. We’ve all seen site maps – those are basically outlines of your IA. It’s the organization of your website, how things are arranged, and it needs to make [...]
