Websites need constant feedback
Living systems get constant feedback from their external environment. To truly succeed, web teams need constant feedback from their customers.
You’re a manager in a restaurant. It’s raining. A customer walks in and almost slips on the mat in front of the door. You’re very busy at this stage, but you make a mental note: “I […]
Innovation in customer experience
In a complex world, innovation shifts from creating and adding to simplifying and removing.
I once had a chat with a frustrated content management salesman. He believed in simplicity but had great difficulty selling it. “Customers may need simplicity but they always end up buying complexity. If we don’t have all these extra fancy features, they […]
It’s not what people say, it’s what they do
Never make management decisions for a website based on opinions. There is often a Jekyll and Hyde difference between what people say and what they do.
SIMS is a hugely popular simulation game. They wanted to improve sign up for optional registration for those who had purchased the game. At one stage they tested two […]
