I admit it. I am a demanding consumer. But, aren't we all? We want everything better, faster, easier, and more personalized than ever before. We want to feel like we're important to the companies we do business with. But why is it that despite every marketing milestone and breakthrough many web experiences often fail to meet our expectations?

Blame company structure or budget or legacy systems or leadership or the weather. But the more you excuse it, the worse it gets.

I've made a career out of studying, advocating for, and creating customer experiences and sharing them with clients, in columns, speeches, a book, and now this blog.

So, forget the excuses. Here you'll find a consumer perspective on what works, what doesn't, who's getting it right, and who's still in the dark.

Straight-forward. Unfiltered. Customer fanaticism.




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September 20, 2007

Launching The OPEN Brand

What a whirlwind of a week! I just left Las Vegas, where I had the opportunity to share and discuss more ideas from my new book The Open Brand in my keynote address at Shop.org's Annual Summit. What a great event--and some nice coverage from the blog Variable Markup, and an article and video from WebProNews.

And while the Shop.org presentation marks the beginning of a busy season on the road, the writing,editing and tweaking of the book itself ended this week. See the picture below of the book in layout!  Plus, we've just launched a great Open Brand microsite and wiki. Please come check them out--you can download a sneak peek of the book and learn about the O.P.E.N. Experience Framework. But most importantly, please engage in the dialog and share some of your own thoughts!

Obatbase02

September 20, 2007 in O.P.E.N., Resource Research, Speaking Engagements | Permalink | Bookmark

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Comments

Thanks for the note on my blog post. Your keynote at Shop.org was fantastic and you did an amazing job despite the technical difficulties. I would have collapsed. I'm really looking forward to checking out the book when it is released. Best of luck with it!

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