Tag Archives: customer experience
What Baffles Me About Google+
Here’s what I don’t get about Google+: why isn’t there a clear upgrade path from Google Buzz? A friend of mine shared something in her Buzz feed that I wanted to reshare. When I clicked the Reshare button, I was presented with a list of my Google Contacts groups to choose from. Standard, right? That’s [...]
New post on CMO.com: “filter bubbles,” personalization, and behavioral targeting
Our own Kate O’Neill has a new article up at CMO.com, and it’s the top story today: Narcissism: Personalization’s Flip Side? It plays off of the Eli Pariser “filter bubbles” TED talk, so if you haven’t seen that, you’ll probably want to watch that first.
Patient Experience, Social Media, and Analytics
On Sunday, I spoke at the Cleveland Clinic Patient Experience: Empathy and Innovation Summit on a panel about social media analytics. It was an honor to be asked to speak at such a prestigious event. My co-panelists were Jeff Rohrs from ExactTarget, Debra Beaulieu from Fierce Practice Management, and Lance Hill from Within3. They were [...]
Article on CMO.com: “Empathetic Optimization: A Kinder, Gentler Approach To Profits”
I’ve been remiss in announcing here that I have an article featured on CMO.com: Empathetic Optimization: A Kinder, Gentler Approach To Profits. It went up two weeks ago and is still featured as one of the most popular articles on the site. What is empathetic optimization, you might wonder? From the article: “It’s a disciplined [...]
User experience fail, Intuit
This one’s a little old, but still worth sharing. Intuit released a new version of QuickBooks Online a few weeks back, and while any update to that clunky bit of web app is welcome, trying to use the “upgraded” version came with a free package of frustration. First: The previous version had whined that it [...]
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