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Know Your Customer
It’s already evident that successful enterprises are a result of carefully planned and researched strategies. Without understanding how your customers think, you will never be able to really get them to engage with your site, service or product. Now, what most forget is that it is too easy to THINK you know your customers [...]
Posted: December 4th, 2008 under Behavioral Research, Customer Experience, Customer Retention, Standing Out.
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Setting the Right Expectations
I recently vacationed at a beach resort in Mexico. Before leaving, I was stressed, tired and a little bored. I didn’t really plan the trip beforehand, so I just hoped to have a clean place to sleep and relax for a whole week. Once in Cancun, I rented a crappy car and stayed in a [...]
Posted: June 1st, 2007 under Customer Experience, Customer Retention, Standing Out, Usability.
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