The new marketer and communicator
The Web is radically changing how we as marketers and communicators need to do our job. We need to change our mindset from organization-centric to customer-centric.
Over the years I have had the pleasure of dealing with some really great companies. My web hosting company is Verio and I am very loyal to them. They deliver […]
The problems with FAQs
Links are signposts. They are promises to the customer. They must tell customers where they are going and what they will get when they get there.
The essential problem with the Frequently Asked Question is that it is not useful or helpful. In Ireland it is mandatory to pay an annual license for your TV. I’ve […]
Web management’s biggest issue: confusing menus and links
No other single factor causes greater customer frustration and dissatisfaction than confusing menus and links.
The root cause of most confusing menus and links is organizational language and thinking. Take, for example, the FAQ. Over the years, I’ve found that most customers don’t even know what an FAQ is. That certainly surprised me because I thought […]
