Retail stores don’t seem to realize the importance of customer touch points. That phone call ringing in the background is not as important as customers already in the building. If that phone rings a few times, both the receptionist and the salespeople need to have confidence it will then ring to someone else for handling or to a well designed voice mail solution. Leaving a customer during the sales process is simply throwing away the entire process people have worked hard on up to that point.
You know, sometimes business secrets don’t require much effort to find. The fruits of dozens of locations, millions of dollars in training development, and years of experience can focus on a single experience that’s presented right in front of you to observe. You don’t have to copy any one system, but you need a system, with rewards and consequences for your staff. PF Changs’ Chinese Bistro is one such example of a system that makes a place remarkable that all restaurateurs should take note of.
I noticed that Google is starting to estimate your likelihood of display for site-selection ads. Trouble is, anyone who does any level of CPM tuning will have different bids on every one, and the estimate only seems to apply to the default. If they showed the estimate for individual sites, that might be useful.
Jakob Nielson’s latest Alertbox is the longest-read enewsletter in my list. In the latest Alertbox, he points out “designers can get so caught up in their own theories about how users ought to behave that they forget to test for cases in which people behave differently” Could it be that the mechanics of setting up multivariate testing neutralizes this “worry”? Should variable definition be more of a part of the web design process?
I was hoping that Google Gadget Maker would offer someting more akin to Yahoo Pipes, but it’s much lighter than that. Still, it brings focus back to personalized Google search results and what that means for search optimization.
Effective June 1st, Microsoft’s List Builder, which has had aÂ steadily degrading level of service, willÂ end and they will migrate services to Constant Contact.Â Â The biggest change for most customers is going to be in the pocketbook.Â Listbuilder used to deliver 10,000 emails for around $30/month.Â Â Constant Contact charges $75/month for the…