Web manager: Top tasks versus tiny tasks
Separating the top tasks from the tiny tasks is one of a web manager’s most important responsibilities.
A major publisher has for the last 30 years published technical books that can be up to 200 pages long. When they started moving their books to the Web, they found that the same 20 pages in each book […]
Web testing is the new PR
Today, customers expect organizations to listen, observe and respond. Don’t say you care. Show you care.
I was recently testing some website tasks with a customer. At the end of the tests I asked him if he had any observations. He said he was impressed by the way this organization was showing a real willingness to […]
Is Google losing the plot?
Goggle has achieved its position by delivering great quality search results really quickly through a very simple interface.
I was at dinner with some friends when one of them said:
“Did you see the Google homepage today? They’ve put a background image on it!” Everyone looked on in disbelief. “Look, I’ll show you,” and he loaded […]
The customer is a stranger
The organization is a tribe and the customer is a stranger. That’s why it’s so hard to be customer-centric.
Some years ago, HSBC Hong Kong had what they thought was a reasonably straightforward mortgage inquiry form. It had 17 fields requesting:
• Property information (address, price)
• Applicant information (name, occupation)
• Loan information (amount, repayment period, etc.)
They were getting 2 enquiries […]
