Consumer Experience, Who Cares?

In a bad economy, don't put customers off

Shouldn't this be obvious? Maybe in this particular technology company, management is made up of... more

Customer support: 56 Channels and Nothing Done

The good news is, it's pretty simple to have a human being monitor services like Twitter and... more

Measure the Cost of Customer Acquisition

A simple web site that sells products. A problem with one sale, the customer orders a $40... more