Many companies want to deliver an experience that is considerate of a customer’s situation and needs. This is a great idea, as Don Peppers, author of... Read More
I recently read a useful article by Don Peppers about how small businesses can use “data” to improve their experience in the Amex Open Forum.
And it... Read More
My colleague Evelyn Smeets attended “The Human Mind and Usability“, a one-day session at the traveling Nielsen Norman Group usability... Read More
What I am going to say is obvious: The customer doesn't care about how many departments a company has. Read More
What do customers want?
Companies sometimes forget to ask this simple question. They assume they know.
But what a customer wants can differ from what a company... Read More