Customer Experience | Kai Rostcheck

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Time-triggered customer service...

I’m in the process of developing an Internet Marketing program for entrepreneurs. (That’s not the subject of this post, but you can find out more about it here if you are interested). While doing so I’ve done a ton of research on different tools, techniques, etc. Some of this stuff take quite a while to figure out! One of the most common metrics for measuring the effectiveness of our websites is “time...

Get your company on Twitter. Now....

Twitter is currently ranked as the 12th most popular U.S. website. International results are comparable. I’m not going to begin a conversation about “what” Twitter is or “How to use it” right now. If you want that kind of information, watch for the Free Marketing Made Easy kit coming soon. Instead, I’m just telling you to get your business on Twitter. Now. Why? Because I want to know...

Idea of the Day: Offer a gentle reminder...

I have no idea when my last oil change was, or when the next one is due. The problem, you see, is that the little peel-off sticker that’s supposed to live in the upper left-hand corner of my windshield fell off. Without it, I’m lost…and probably 5,000 miles or more overdue. Which leads me to wonder, with all of the contact methods available to reach me (phone, facebook, Twitter, LinkedIn, three email...

Idea of the Day: Let your customers win something...

Do you know why Happy Meals have been so tremendously successful? Is it for the food quality? (err…) How about the portion size? Nope, I don’t think it’s either of those. The appeal used to be about the package (remember when the container was shaped like a treasure box?), but even more importantly, it’s about the prize. There is a simple principle at work here: people love winning. Even when the prize isn’t...

The turnaround: turning angry customers into brand...

There’s an old marketing adage that says “customers are 10 times as likely to talk about negative experiences as positive interactions.” I learned this in my first semester at college. Yesterday, I witnessed two completely completely different approaches to how a company could resolve this unfortunate but realistic situation. Here’s the full story. Or, if you prefer, here are the highlights from two case...

Wi-Fi is free at Starbucks (except when you have t...

I was just getting to like Starbucks. Though I consider myself to be somewhat of a thought leader (and I hope that’s not too arrogant) I’m not much of a trendsetter. I guess my motto (when it comes to spending money) could be: “If you want me to buy in, you have to prove it to me. Again and again.” My wife asked me yesterday (as we tried in vain to adjust our sprinkler) why so many products are...

The keys to product development...

I just wrote a new essay about product development. Maybe you want to check it out? For geeks like me, who stay up late reading about consumer evolution, this is fascinating stuff. If you’re a bit more casual about it, here are the highlights: The complexities of consumer choice make critical success factors for new products extremely difficult to predict. Nearly 98% of all patents fail to break even. It’s...

If I’m Gonna Talk the Talk…...

I talk (and write) a lot about sustainability, transparency and triple bottom line (economic viability, social impact and environmental responsibility), so I figure it’s time for me to be forthcoming about some of the ways I am implementing these concepts in my own life. Many of the tactics I adopt are simple. Over the past two years for example, I have: downsized my car (from a light truck to sedan) which improved...

Roku who? (aka, buh-bye Comcast)....

Check this out: Roku is a cool hardware device that you plug into your tv, and turn on to enjoy something like two hundred bazillion movies. It’s that easy. (At least I think it is – I don’t actually know for sure, since I wasn’t paying attention as my 15 year old son set it up in less than five minutes). Here’s what I like about it: Quick set up (see above) Inexpensive ($99.99 one-time...

“What Makes a Design Intuitive?”...

Last night I attended Refresh Boston’s (LINK) presentation on intuitive design, featuring keynote speaker Jared Spool of User Interface Engineering (UIE). (LINK) Jared asked the central question “What Makes a Design Intuitive?” and proceeded to illuminate his audience with humor and clear examples of things that are (and are not) intuitive. My illustrative (expanded) version of the take-away is here. For those...

Palm for the iPhone?...

If you are a frequent reader of my blogs, you know how much I’ve come to love my iPhone. But there’s still one critical upgrade I’d like to make; the calendar function is vastly inferior to the Palm’s OS. The iPhone calendar application limits the intervals at which I can set alarms or repeat events. And backing up my data isn’t nearly as straightforward as it is with Palm. Have you noticed...

Customer Experience: Mac vs. PC...

The Customer Experience: Mac vs. PC My old PC had been making funny grinding noises and taking a long time to load. A real long time. Like up to half an hour. This was not a good thing. It’s was ok when my wife was at work, the kids were at school and I was home alone. On those rare occasions the eMac was available. But that didn’t usually happen. More frequently there were six of us competing for screen...

Easy Things to Fix #2: A ‘Bright’ Idea...

I recently returned to Boston from Denver on a relatively uneventful flight. However, I was witness to one situation that really left me thinking. Have you ever been on a red-eye? If so, you probably remember it being exceptionally dark while everyone was sleeping. Exceptionally dark that is, unless you happen to be sitting next to an insomniac reader. If that was the case you might have a vague memory of ’seeing...

Easy Things to Fix #1 (it’s not all about world ...

I often think about how little design changes can make a big difference in the user’s experience (see my note, “One of my favorite ideas” here), and how those little things translate into customer loyalty or lack thereof. So I’ll entertain you on an ongoing basis with my thoughts on some of these things. If you’ve been brainstorming too and want to share, send me your ideas! (I’ll give credit, I promise). Let’s...

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