Month: May 2010

Epilogue: Waking up from the Apple and UPS Customer Experience Nightmare

The nightmare is over. A couple weeks ago, just days after I blogged on my horrible customer experience, Apple called me to say that they had ordered a replacement for the lost MacBook Pro. The threat of financial loss melted away. By pure coincidence, the day the computer finally arrived I got a call from

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Separating Content Strategy Needs from Wants

Most of my clients are in the business of making money. Their purpose in life isn’t to own a website. They have a site because they’re convinced they need one — just like in the old days when every company thought it needed a corporate brochure. This concept of “need” has always intrigued me. It

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Customer Experience nightmare: UPS UI hurts Apple’s UX

Steve Jobs and Apple have a well-earned reputation as control freaks, as the latest debate about Flash shows. In his open letter on Flash Jobs says: “We know from painful experience that letting a third party layer of software come between the platform and the developer ultimately results in sub-standard apps and hinders the enhancement

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Why writing is important: error messages

After replying to one of my client’s emails, I received this error message from the mail server: The message carried your return address, so it was either a genuine mail from you, or a sender address was faked and your e-mail address abused by third party, in which case we apologize for undesired notification. We do try

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Going Japanese with your content: CS meets 5S

Through pure coincidence I recently worked on two content strategy/development projects that had the same subject: workplace organization. Both of my clients wanted to explain to their employees why and how to adopt a methodology called 5S. I’d never heard of 5S before. For those of you who haven’t either, here’s the abridged version. 5S

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