The problem:
Why "Don't Reply to This Email" Is Bad Customer Service
Nov 13, 2012 2:11:00 PM
Topics: user experience, marketing
Why We Have (and Don't Break) Design Standards in Software and Real Life
Nov 7, 2012 3:27:00 PM
I don't know a lot about design, but I do know the feeling I get when I expect something to work a certain way, and it doesn't.
Topics: user experience, design
Avoiding Tech Debt in eCommerce Businesses & Websites
Nov 6, 2012 3:31:00 PM
I've consulted with dozens of ecommerce businesses to help them create more efficient sales and marketing funnels and drive revenue. These businesses range from public companies to small, single-person entrepreneurs selling hand-made sweaters. Frequently, the biggest challenge we come up against in trying to grow their business is that they have an insane amount of technology debt that they're simply unable to work against to move froward.
Topics: ecommerce
Customer Retention Measurement Goals for Subscription/SaaS Businesses
Nov 2, 2012 11:40:00 AM
When managing a reasonably large (500+) customer base, you have a bunch of issues to deal with when it comes to keeping your customers happy and paying their bills every billing period.
Topics: account management, analytics
4 Reasons Customer Experience Managers Need Lifecycle Timeline Charts
Oct 30, 2012 4:39:00 PM
Big fan of customer lifecycle charts here. I first learned about them formally from Josh Porter, head of UX at HubSpot. I like them because they're really, really easy and useful for creating engaging, smooth customer engagements for software and service development teams.
Topics: customer success, user experience, analytics
Good End-of-Customer-Life Experiences, with MailChimp's Cancellation Flow
Oct 25, 2012 4:38:00 PM
MailChimp has a very nice cancellation flow. I found this out when I closed a year-old account with them.
In this post are screenshots and commentary about what I think they're doing right in their cancellation flow design.
Topics: user experience, design, account management
Lessons in Antagonistic Customer Communication, from Amazon
Oct 23, 2012 10:23:00 AM
Update: Amazon has re-opened/re-populated the wiped Kindle. They did so without comment, though. Odd stuff.
Amazon isn't known for its world-class customer service on digital goods. They're much better on the physical stuff, even bordering on the sadistically ironic with their poor digital customer service policies. Such is the digital age.
Topics: user experience, customer communication, customer remediation
Measuring Customer Success in SaaS: Ladder & Usage Scoring Methods Compared
Oct 22, 2012 4:19:00 PM
I've noticed two broadly used & accepted methods of quantitative customer success measurement in SaaS: laddering and scoring. A comparison is interesting.
Topics: customer success, SaaS customer success, software customer success, customer success measurements