Why are you so boring?
December 12, 2012
apple.com, best practice, community marketing, Design, product marketing, Support0 Comment
I was surprised when I actually paid attention to an email I received from Mail Chimp about its new template editor. After all, I’m probably a lot like you. Not really interested in those ungodly ”point to the picture and talk me to death” videos, much less pages of detailed fea...
Continue Reading →Usability Winners | What, Why—and Who does it best
February 24, 2012
best practice, brocade.com, ca.com, cdw.com, cisco.com, dell.com, deloitte.com, ebusiness index, emc.com, event marketing, good practice, hp.com, ibm global services, ibm software group, ibm.com, insight.com, intel.com, juniper.net, Marketing, newegg.com, oracle.com, Support, symantec.com, training, Usability
Part 2 in a blissfully short series (that’s a little longer than I expected) In my last post, I shared why usability is really a tale of two cities and why dotcom teams need a totally different usability view than the stakeholders who own different parts of a Website. In this post, ...
Continue Reading →Notes from the Field: Dell’s iPad app has a lot to learn from Newegg & Cisco
I took the Dell and Newegg mobile iPad apps out for a spin this week. Among the sites we track, Dell and Newegg seem to be the only two companies that have jumped into the ecommerce end of the iPad app pool (update! CDW just launched its app). Since Dell and Newegg are the first, it...
Continue Reading →2011 Online Support Rankings | Why the biggest aren’t always the best
October 17, 2011
best practice, brocade.com, ca.com, cdw.com, cisco.com, dell.com, emc.com, hp.com, ibm software group, ibm.com, intuit.com, juniper.net, newegg.com, oracle.com, sap.com, sas.com, Support, symantec.com, Usability, website design, website rankings
Given my opinion of support on the Web I was surprised how much the 2011 support evaluations mirroed my (largely poor) opinions of the support sites under the siteIQ microscope. Most deliver half of the content features & capabilities needed; most miss the Good Practice mark So mu...
Continue Reading →When support worlds collide. How to screw up a new market gambit
You can tell a lot about a company’s prime customers by its Website—and even more by how customers fresh from acquisitions and market gambits get lost in the shuffle. We've seen this at IBM, Cisco, Dell, Oracle and CA, to name but a few. If you think success or failure is found in...
Continue Reading →Consumer support — a horse of a different color
July 02, 2010
adobe.com, cisco.com, dell.com, home/home office, hp.com, mcafee.com, Support, symantec.com
You'd think that all support sites are created equal. If so, you'd be wrong. Turns out that support sites that target home and home office customers are very different than those that target large enterprises. Different features, architectures, strengths, and challenges. In fact, they...
Continue Reading →You only get one chance to make a bad impression.
May 19, 2010
adobe.com, customer, eSelling, Marketing, mcafee.com, services marketing, Support, symantec.com, worst practice
Why do so many companies start with their support site? Your support site is supposed to be the fount of knowledge for your customers—and a way to prove your excellence to prospects engaged in the buying process. It’s there to solve your customer’s problems. Speed them the infor...
Continue Reading →Flash mobs with a purpose
Dell.com's Storm Sessions aren't gaining much traction, but they do represent a new way to engage with customers. Don't count them out. ...
Continue Reading →Why Tech?
March 06, 2010
channel marketing, Communities, corporate marketing, Design, ecommerce, eSelling, hp.com, partners, product marketing, services marketing, Support, website design, website traffic
A lot of people ask me why we focus on technology sites. The reason is simple. Good (and even great) IT industry Websites have something to teach everyone....
Continue Reading →Online Communities: Fasten Your Seat Belts
If communities are your charter in 2010 – and you still believe in TinkerBell -- buckle up and grab your flack jacket. It’s going to be an interesting ride....
Continue Reading →12
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