Treat your website like a retail store, not a campaign.
If you ran a retail store, would you update the signage facing the street once per year? Would you set/merchandise the store and never make a single improvement for months on end? Of course not, because you want to adapt to your customers changing needs, new trends, and optimize your retail setting for the best [...]
Government websites live in an alternate customer experience universe
I filed my state refund about 45 days ago and checked on the status of it today via the North Carolina Department of Revenue website. Here’s the message I received after entering my social security number and refund amount: Do note the date stamp on this post: April 17, 2010. Yes, the website looks like [...]
Viewing 200+ TV channels by number & a 4-character station ID is not usable
For starters, I love DIRECTV. However, I’m wondering when they (and other satellite & cable providers) will begin to think differently about how they present channel guides both online and via the TV remote? Here’s DIRECTV’s guide: These are mainly local channels. Wouldn’t it be better to offer a filter that said “Local Channels” that I could [...]
Industry Blogs are the “TMZ” of Online & Social Media Coverage
As I do my weekly “catch up” of RSS feed reading across a number of topics (online marketing, e-commerce, social media, etc.), I can’t help but notice the sensationalism, both positive and negative, around new products and companies entering the marketplace. For example: Because I’ve been buried in doing actual work the past couple weeks, [...]
Social Media may be new, but local businesses have understood the concept forever
Successful small, local businesses thrive when they carve out their niche by catering to a local group of loyalists, develop deep relationships, and create customers for life. Social Media has the potential for large companies to feel small and make each customer feel valued like local businesses have been doing for years. My local dry [...]
