Posts Tagged ‘customer experience’


Do these people look like they want to help you? A customer support big phish story

You probably get loads of spam. And you probably have noticed that some of those mails try to trick you (phish) personal details, such as credit card numbers and personally identifiable details that could be used to scam you. And these phishers are getting smarter. Once happy to prey only on newbies and the truly [...]

Do hoaxes and fear tactics have a place in social media?

We follow game communities and social media closely – it’s our area of greatest passion and expertise. So when GOG.com (aka Good Old Games) hinted that they were closing their virtual doors, we – along with many others we follow who have bought classic PC games from them – lamented the apparent loss. But it [...]

Does Neil Patrick Harris use The Lunchbox Method?

On a flight this weekend, I finally got to catch up on some magazines. In the Sept. 21 New York cover story, Neil Patrick Harris admits to a different method of acting that, quite frankly, reminded me of my own customer experience exercises that I’ve dubbed “The Lunchbox Method.” Most actors try to get inside [...]

Get inside your customer’s head: It’s just like packing a lunch!

For some reason, relating the work I do to the customer’s experience of it comes naturally to me. I think it’s because I’m empathetic, which in high school made me pathetic but now, as an adult, it’s a job skill! I just instinctively look at a particular deliverable (be it a site, article or tool) and [...]



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