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Intersecting human experience and technology.
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May 20, 2011
Infographic: A Look At The Size And Shape Of The Geosocial Universe In 2011
via
techcrunch.com
May 20, 2011 11:18:09 AM
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Quantitative vs. Qualitative Analysis and User Experience Design
Heuristic and qualitative analysis provide beneficial, multi-faceted customer experience data across the multitude of communication platforms, UIs, contact centers, out of box experiences, and so on. Human interactions are nuanced and complex. Surveys cannot capture nor measure how someone interacts with a product, service, or company. Observation and expertise prevail with richer data to assist user experience designers and practitioners. Surveys immediately bias the data away from experience and more towards influencing opinion. Although in the past surveys provided statistics and charts for PowerPoint decks and business plans, today surveys for user experience provide only some insight into how customers...
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Marketing Departments Care... Really.
The ever increasing adoption of socially connected content combined with search engine generated content demands that marketers reconsider their online knowledge management strategy. The value of marketing jumped significantly when enterprises (including Service Providers) recognized their investments in the web (generally via the marketing and marketing communications departments) hadn't only increased their customer's vocal power as well as their buying power. Social CRM applications dragged marketers into the customer care front whining all the way from old school ROI models to newer, unproven sandboxes. However, it wasn't social media that began the call to action into the contact center. Retail...
Ilene Kaminsky
High tech strategic marketing in all of its permutations....
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