customer experience
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Friday, April 4th, 2008Solutions Research Group released a nice report on the group that they are calling “femma geeks” - women who use technology. The research results summary can be downloaded as a pdf from their home page here.
I was surprised to read that more women stream TV shows from network TV sites than men. Until I remembered [...]
Airline bag solutions
Saturday, March 29th, 2008The title of this post may be misleading, because I am not sure that I have one yet. A solution. Sometimes it helps to start writing and see if the answer comes. Meanwhile here is what prompted the idea:
An article at the Times, Waging the Battle of the Overhead Bin, quotes the frustrations of both [...]
Best Buy gets women, in training
Friday, March 28th, 2008As I was reading this piece at the Hub Magazine (Best Buy is winning with women), I was reminded of a friend describing a trip to an electronics store a few years ago. She was looking for a new audio system, and had taken along a guy friend for company. The sales staff only spoke [...]
Google’s search-within-search rocks
Thursday, March 27th, 2008First I saw this article in the Times on Monday: A New Tool From Google Alarms Sites. And I suspected that as usual, I would not find it alarming. I did not. So I was going to post something then, about how maybe competition is all around on the web anyway — so where was [...]
Pingg’ed at last
Thursday, March 6th, 2008Today I got pingg’ed, and it was such a pleasure.
For years I have endured Evite invitations, which consist of emails with no content. From the user’s perspective, that is. The emails offer a big link, and one generally knows the sender, but the lack of any real information requires you to click and visit a [...]
Do you want an extra $1.2 billion in sales?
Thursday, September 13th, 2007A great little article over at vnunet.com (thanks to the CEA brief for bringing it to our attention) reports on a study from Saatchi & Saatchi about why women are not buying more technology. Answer: because nobody talks to them.
By talking, I also mean listening of course, as follows:
Identifying what kinds of tech products [...]
Reward early adopters
Monday, September 10th, 2007A quick follow-up to the post below, and a crazy idea:
First, here’s a link to the Times article on Apple customers’ early adopter frustration.
Second, this is something that Apple may not want me to suggest, but here goes:
I personally was not all that interested in a getting an iPhone until I saw my friends using [...]
Customer experience and the golden rule
Monday, September 10th, 2007Two quick notes on customer experience and the iPhone.
First, it seemed Apple was a bit surprised when people who bought iPhones just two months ago got upset at Apple’s $200 reduction in price. Jobs has offered $100 in rebates to each of those customers.
That story doesn’t bother me too much. Early adopters are mostly aware [...]
Let go of your unprofitable customers
Wednesday, July 25th, 2007I meant to pipe up on this story a while ago when I first read about Sprint’s decision to drop customers who called their customer service lines too much. Now I’m seeing it reported again by another source, and with greater depth and perspective. So maybe it’s time to talk about this.
I completely support Sprint’s [...]
Spotting the story, and using it
Tuesday, July 10th, 2007The lead headline (in a FierceWireless email referring to a Washington Post story) announced: “Kids’ summer day calling increases by an hour.”
That’s the kind of “duh” headline that can give market research a questionable reputation (that, and the dinner hour phone calls, not to mention the sales-disguised-as-research common to political party mailings). The “well I [...]