The CX Blog

Here’s how it went:

Read in the news about Clearwire going to Clear on its new 4G network, clicked through to see how it might impact me, a current customer; learned that I have to upgrade to the new modem/network and that it wouldn’t cost me more to have faster speeds–great, I thought, sort of nervously….
Clicked [...]

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Cone, Inc releases a study on social media use in America.

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Ethnography is cool; don’t be afraid of ethnography just because it sounds scary. At its base, it lines up well with what a lot of seasoned professionals know: you learn the best lessons fastest by going straight to the source. Typically this source has been customers, and largely been marketing and product dev [...]

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Most customers, if they care at all about the product or service they’ve purchased from you, have at least one good idea to share with you about how things could be better.

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I have to amend the post below with late breaking news.  Washington Energy Services sent a guy, Mark, out today to view the damage to our deck, inspect the installation and generally get an idea of how the whole project went.  He gave me some tips on the heat duct covers we have, checked things [...]

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We are dynamic iterative contextual searchers.  No matter how you slice it, that’s what we humans are.  It’s how we shop, it’s how we surf, it’s how most of us organize our lives.
We look for what we think we want, only to find our original ideas about what we want changing as we find more [...]

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Here’s a blog with intelligent, useful feedback on a recently purchased Nokia N75–I wonder if Nokia is listening.  The post received two comments back with agreement on the difficult UI and knowledge base information.
Nokia should be harvesting and using this information:

for the short term, online FAQs, trouble-shooting, agent assists
for the long term, future product launches, [...]

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Here’s a fantastic post by Hog Blog about consumer anarchy–she’s focused mainly on how consumers have taken companies by storm via the internet and are in control of the brand now, which makes life a whole lot more interesting. The buzz is not created by the company anymore, it’s created by the consumer online, [...]

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