Customer Experience

Taking efficiency too far (Nov 17, 2008)

The baseball fan experience (Nov 13, 2008)

One number to grade any executive (Nov 4, 2008)

A tip for learning the online customer experience (Oct 22, 2008)

Customer experience review: Crutchfield.com (Oct 21, 2008)

Apple on ads vs. customer experience (Oct 21, 2008)

Underestimating the brand (Oct 8, 2008)

Notes on the financial crisis (Sep 30, 2008)

WSJ on customer service after a service failure: "What businesses... (Sep 22, 2008)

On the Facebook user experience (Sep 12, 2008)

A telco solicits customer input (Sep 9, 2008)

Learning customer experience from a cowboy (Sep 9, 2008)

On stage design at events (Sep 4, 2008)

Christina's 10 tips for designing search. Good discussion of the... (Sep 2, 2008)

LBWA: listening by walking around (Aug 26, 2008)

On patient-centered health care (Aug 25, 2008)

KitchenAid's over-complicated toaster (Aug 20, 2008)

You probably can't get into Waverly Inn's dining room, because... (Aug 14, 2008)

iPhone advertising vs. reality (Aug 12, 2008)

On packaging vs. substance (Aug 6, 2008)

The JetBlue customer experience, sliding (Jul 31, 2008)

Effects of outsourcing customer service (Jul 17, 2008)

Manipulation saves lives in Ghana (and scents American couches) (Jul 14, 2008)

Truth in packaging: Pirate's Booty (Jul 1, 2008)

Customer experience review: Redbox.com (Jun 25, 2008)

Customer experience review: Amazon Kindle (Jun 18, 2008)

On nickel-and-diming customers (Jun 13, 2008)

Deception considered helpful (Jun 5, 2008)

Exceptions to listening to customers? (Jun 4, 2008)

American Airlines pilots picket, while Southwest pilots buy a full-page... (May 27, 2008)

Zappos bribes employees to quit (May 20, 2008)

The top 8 mistakes in usability (and companies investing in it) (May 20, 2008)

Pomegranates and empathy (May 15, 2008)

Asking customers for what you don't already know (Apr 2, 2008)

Customer experience in Prospect Park (Mar 27, 2008)

Customer experience and sugar water (Mar 19, 2008)

Top 10 lessons in e-commerce, as stated by by Tony... (Mar 15, 2008)

WSJ - retail sites trying to be faster and easier (Mar 13, 2008)

Seth from Honest Tea responds (Mar 3, 2008)

Cell phones are not (just) fashion (Feb 29, 2008)

What's better: pure or big? (Feb 27, 2008)

A lesson from trivia games (Feb 20, 2008)

Why Amazon sells used diapers (and Diapers.com doesn't) (Feb 12, 2008)

Updates on technology and experience (Feb 1, 2008)

Starbucks reaching for the customer experience (Jan 30, 2008)

Brilliant video of Verizon's bad customer experience (Jan 24, 2008)

Two very different types of good experience (and Cipriani) (Jan 22, 2008)

Chase, in need of improvement, buys TV spots (Jan 10, 2008)

Customer experience case studies to start 2008 (Jan 9, 2008)

NYT: Amazon succeeds with customer experience (Jan 7, 2008)

Fun Stuff 2007 (Jan 2, 2008)

NYT - Apple Store's good customer experience (Dec 28, 2007)

The power of involving stakeholders (and checklists) (Dec 18, 2007)

Web 2.0 as broccoli ice cream (Dec 17, 2007)

Olive oil and name inflation (Dec 13, 2007)

Barneys goes green; hedgehogs beware (Nov 27, 2007)

Three websites to be thankful for (Nov 20, 2007)

Nintendo succeeds by focusing on consumers (Nov 20, 2007)

Selling seaweed that doesn't exist (Nov 15, 2007)

New adventures in retail design (Nov 12, 2007)

User-hostile battery strength indicators (Nov 9, 2007)

37signals: Why personas aren't useful (Nov 8, 2007)

Why Orkut is beating Facebook and MySpace in India (Nov 1, 2007)

What Web 2.0 should really be about: the users (Oct 30, 2007)

Hotel that brags about its bad customer experience (Oct 29, 2007)

More on wine and charlatans (Oct 25, 2007)

The Web 2.0 question - and Grandparents.com (Oct 24, 2007)

Fun redesigning Google (Oct 18, 2007)

Interview: Chip Conley, author, "Peak" (Gel '08 speaker) (Oct 16, 2007)

Why Radiohead is missing tons of sales: bad website (Oct 11, 2007)

Wine, charlatans, and good experience (Oct 10, 2007)

How Ryanair succeeds with poor customer service (Oct 2, 2007)

A career question drawn from 500 Fifth Avenue (Oct 2, 2007)

Secrets of Craigslist's great experience (Sep 25, 2007)

Peet's Coffee founder passes (Sep 20, 2007)

Four ways of making money online, and how to succeed (Sep 20, 2007)

Example of listening first (Sep 12, 2007)

Customer experience in Wal-Mart (Sep 6, 2007)

Simple metric to evaluate a UI (Sep 5, 2007)

Organic eggs and customer experience (Sep 4, 2007)

iPhone and Nokia's attempted copy (Aug 30, 2007)

Seven lessons of iPhone user experience (Aug 30, 2007)

Personas: wasteful or helpful? Your thoughts? (Aug 29, 2007)

Tips on product management and research (Aug 24, 2007)

Customer experience design... through packaging? (Aug 14, 2007)

Describing customer experience work (Aug 10, 2007)

On small print (Aug 6, 2007)

Examples of customer experience focus (Jul 27, 2007)

(Revisiting the idea of) Facilitating customer experience (Jul 20, 2007)

In praise of old, dependable technology (Jul 15, 2007)

Growing via the customer experience (Jul 11, 2007)

The iPhone makes technology history (Jun 30, 2007)

Richard Serra and experience design (Jun 28, 2007)

Crash course in innovation (Jun 21, 2007)

Crutchfield's customer-centered culture (Jun 15, 2007)

The "secret sauce" for customer experience projects (Jun 7, 2007)

Serving customers in the long term (May 22, 2007)

Investing in the customer experience... with returns (May 18, 2007)

If everyone does it... (May 16, 2007)

Bob Barker, retiring from "The Price is Right" (May 15, 2007)

New graphics in Google results (May 15, 2007)

Delta's new "customer experience" (May 8, 2007)

Eating and container size (May 3, 2007)

Who's doing it right: 2007 Copernican Award finalists (Apr 18, 2007)

Announcing my new book, "Bit Literacy" (Apr 12, 2007)

Comment on lawyers and UX (Apr 10, 2007)

Customer experience in the latest Tech Quarterly (spring '07) (Apr 9, 2007)

Missing the point of business models (Mar 23, 2007)

Evaluating organizations by their customer experiences (Mar 20, 2007)

AT&T's and Verizon's "experiential" stores (Mar 14, 2007)

Poorly designed Samsung cell phone (Mar 6, 2007)

USAA gets customer service kudos (Mar 3, 2007)

Alinea on the restaurant experience (Mar 2, 2007)

Nintendo Wii and the customer experience (Feb 22, 2007)

Customer service in the air (Feb 21, 2007)

Clip - UK customer service (Feb 16, 2007)

Danny Meyer, restaurateur, on hospitality (Feb 8, 2007)

Innovation and customer experience basics (Jan 29, 2007)

The improving online customer experience (Jan 19, 2007)

Thoughts to start off 2007 (Jan 10, 2007)

Profile of BlueNile.com, customer-centered e-tailer (Jan 7, 2007)

Philips CEO on simplicity (Jan 3, 2007)

Fun Stuff 2006 (Dec 21, 2006)

Don Norman: simple doesn't sell (Dec 9, 2006)

Why Microsoft failed online (Dec 9, 2006)

Explaining blogs' popularity (Dec 5, 2006)

Life bits, tracking, and bit literacy (Dec 4, 2006)

Nintendo: success with simplicity (Nov 30, 2006)

Customer experience at Procter & Gamble (Nov 25, 2006)

Good experiences that make me feel uneasy (Nov 17, 2006)

Now available: Uncle Mark 2007 (Nov 15, 2006)

Good distillation of the philosophy (Nov 10, 2006)

Broken: Bank of America jailing a customer (Nov 6, 2006)

Advertising has no future, says the ad agency CEO (Oct 27, 2006)

On cleanliness in passenger airlines (Oct 25, 2006)

Thoughts on customer-led marketing (Oct 17, 2006)

Part 2: A bank customer experience (Oct 11, 2006)

A bank customer experience (Oct 5, 2006)

Part 2: A good and generous king (Sep 27, 2006)

A good and generous king (Sep 20, 2006)

Cable and phone companies and the customer experience (Aug 27, 2006)

"The tuna story" and customer experience (Aug 22, 2006)

Pogue on Crutchfield (Aug 7, 2006)

Focus groups on Broadway (Aug 2, 2006)

Customer experience and the 'wow' factor (Jul 27, 2006)

What I learned redesigning del.icio.us (Jul 12, 2006)

Customer experience case study: "cars" (Jul 6, 2006)

Study in Comcast branding (Jun 30, 2006)

Learning from Craigslist (Jun 21, 2006)

Customer experience and umbrellas (Jun 20, 2006)

Customer experience and gas prices (Jun 19, 2006)

Gel speaker update: Marissa Mayer (Jun 10, 2006)

Bit literacy: agreement to action (Jun 8, 2006)

No bit literacy from the AMA (Jun 4, 2006)

NYT interviews ING chairman (Jun 3, 2006)

NYT on redesigning Biloxi (May 26, 2006)

Coral and Community (May 24, 2006)

2006 Copernican Award Winners (May 4, 2006)

2005 Copernican Awards Recap (Apr 19, 2006)

The new conversation about bits (Apr 12, 2006)

Announcing the end of e-mail overload (and start of Gootodo.com) (Mar 9, 2006)

Goovite Meeting Maker; asking for your comments (Feb 24, 2006)

Survey: Customer Research and Results (Feb 8, 2006)

Things that matter (intro to this newsletter, 2006) (Jan 18, 2006)

Customer service is not customer experience (Dec 7, 2005)

Three strands of good experience (Nov 29, 2005)

Choose your own adventure (at work) (Oct 18, 2005)

Reviewing Good and Bad Advertising (Oct 12, 2005)

Defining "Branding" (Sep 28, 2005)

How to Start Customer Research (Sep 14, 2005)

Lessons in listening to customers (Aug 15, 2005)

Customer Experience in Four Steps, and a Whitepaper (Jul 27, 2005)

Recent Customer Research: Online Retail (Jul 6, 2005)

About the Good Experience Worldview (Jun 14, 2005)

Things that need to STOP (May 25, 2005)

A thought on selling good experience (May 18, 2005)

Some Business Effects of Customer Experience (Mar 23, 2005)

The Best Month for Customer Experience (Mar 3, 2005)

Page Paradigm and "navigation blindness" (Jan 12, 2005)

Tips on Moderating Listening Labs (Dec 7, 2004)

Customer experience and the next 20 years (Nov 18, 2004)

Introducing the Customer-Centric Worldview (Oct 26, 2004)

The Basics of Customer Experience (Oct 8, 2004)

You DO Talk to Customers, Don't You? (Sep 22, 2004)

How to Be a Better Customer Experience Practitioner (Sep 16, 2004)

How to Become the VP of Customer Experience (Sep 2, 2004)

What Happens After Customer Research? (Aug 12, 2004)

Budgeting for Advertising and Customer Experience (Jul 29, 2004)

Advertising and the Customer Experience (Jul 14, 2004)

Packaging is Not Customer Experience (Jul 6, 2004)

Putting Customers First... Pepsi? (Jun 17, 2004)

Exercise in Customer Experience (Jun 3, 2004)

E-mail games, slots, and customer experience (May 13, 2004)

Case Study in Customer Experience (Apr 22, 2004)

Research Supporting the Page Paradigm (Mar 25, 2004)

Debating the Page Paradigm (Mar 8, 2004)

The Page Paradigm (Feb 19, 2004)

Five Ideas for 2004 (Jan 7, 2004)

The ROSE framework (Nov 17, 2003)

Four Words to Improve User Research (Oct 1, 2003)

Usability Professionals Must Disappear (Aug 8, 2003)

Top Sites' User Experience Teams and Their Challenge (Jul 21, 2003)

The Most Important User Experience Method (Jun 20, 2003)

Leonardo da Vinci, Disciple of Experience (Apr 18, 2003)

About Information Architecture (Apr 3, 2000)