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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March 18, 2005

Best of the Worst

Why should you listen to your customers?

Forbes.com offers up (and ranks) 9 reasons.

After reviewing more than 100 web sites created and maintained for the sole purpose of protesting, criticizing and otherwise grumbling about specific companies, their products and/or services, Forbes published highlights of the top 9 corporate hate web sites.

Read it for its consumer cautions, read it for lessons in business, or read it for its comedic value. (Then check in with your customer service folks and go out and purchase [mycompany]sucks.com.)

March 18, 2005 in Innovative Experiences, Social Sites/Networks | Permalink | Bookmark

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