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    Understanding your Baby (Err… I mean, USER!)

    Babies represent the quintessential user experience challenge: understanding and satisfying the needs of someone with whom you have no common language, no shared experience or perspective.

    My Own Paradox of Choice

    Little more than 2 months ago I left the company I’ve been working for since I came to the U.S.  With the current state of the economy and unemployment rates, I truly expected to face a long and winding road before deciding my next move, so I tapped my social network for all sorts of […]

    What American Taxi is doing wrong… (and maybe you too)

    Lots of companies make the mistake of believing that just creating an online version of your services is enough to minimize costs, increase ROI and expand your market share. What they forget is that bad implemented solutions (or weakly integrated channels) can hurt the customer experience more than the lack of service in the first place.

    Keeping up with the times (and your users)

    Everything changes all the time; it’s just the nature of our modern world.  The real problem is not how fast things change but how out-of-control we usually feel for not knowing where all these changes will eventually lead. We are all afraid of missing the boat for the next big thing. Social Media, Netbooks, multi-touch […]

    Value is a matter of perception.

    Last week I participated in a very good discussion about the value of a service from both the agency and the client’s perspectives (see the post that originated the discussion and the follow-up post, both by @ginidietrich from Arment Dietrich PR). It’s very interesting to see how passionate people are about the value of their […]

    Customer Experience Week Continues: The Apple Store

      I am now totally addicted and dependent on my iPhone.  The thought of being without it gives me shivers, so you probably can relate when, on a Saturday morning, all my songs went mute and I realized the problem was with the phone itself instead of the earbuds. Long story short: I called Apple’s […]

    It Must be Customer Experience Week… Or Something

    It’s sad to admit it, but good customer experience is rare.  So rare that when we get one we feel all warm, fuzzy and surprised and run to tell everyone about it.   So rare (unfortunately) that even working this field, I don’t see good examples of CX quite often enough. This weekend, I had some exceptional […]

    Don’t Try to be Genuine

     In a recent post,  The “ART” of Being Genuine,  Kathryn Jennex (aka @northernchick) generated a very passionate discussion about what it is to be “genuine.” It is a great post and I recommend reading it with all its comments but, apart from the insight on human relationships and perception, the post really got me thinking about […]