Nov 13, 2012 2:11:00 PM
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.
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.
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.
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.
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.
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.
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.
Most of the content here is related to my work; some may be related to my other interests, like food, travel, social media, and early 90s techno. But mostly customer success, support, and measurement.