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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.

    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 […]

    Using Technology to Save Lives at the Grocery Store

    Why put the responsibility on customers to check out recalled products that can hurt or, sometimes, even kill them?  Yes, companies (or interested parties) try all they can to push the information to all involved so they can take action before something happens, but why not use the power of technology to avoid a potential […]

    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 […]

    Be Better by Being Wrong!

    I don’t know anyone who would want to be wrong.  Our culture is wired with a deep, primal need to always be right, which leads us to deceive ourselves into believing we actually are always right, which again leads us to believe that everyone else is wrong.   (Wait… WHAT??!?) Normally, one would think this is […]