New gmail UI issue.

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Phases of moon

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There are times when a simple design makes you feel good and convinces you to the extent that you talk about it to every other person you meet.

Phases of the moon was one such app for Android. It was one of those ‘wish I knew this when I was young’ moment. The full screen size moon and the natural interaction of swiping across to know it’s age and look just felt so easy and natural.

Simple, straight forward and damn useful.  Now I know when to be ready with my camera and tripod for that night shot of the full moon.

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Talking Robots are a pain…

Another long call with a customer service rep to move my car reservation with Budget rentals. But the most challenging issue was the amount of time it took to reach an actual person 😦

When a system or process is broken, the business stakeholders often decide to quick fix it, instead of a thorough understanding of the problem.

Some of the very common sense questions they could have asked:
1. Why are the call volumes suddenly increasing?
2. What part of the system is broken/hard to use?
3. Which new feature or service that we introduced have caused this issue?

Customer experience is the key differentiator in today’s markets. Hence it is very important that you as a business to score high and be relevant.

Wish I don’t have to make another 45 minutes call with a boring robotic machine 😦

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Feedback message

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EBay app does provide a good feedback message when my order is placed. But I do not get the idea of the briefcase or bag 😦

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Confirmation Message Vs Error Message

Issue:
Here an informational message is designed to look like an error message.

Solution:
If possible provide an approximate date when a hold may be available, else rewrite the message as
“Note: The hold item may not be immediately available. You will be notified by email when an item is available”

errormsg

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18 customer facts no marketer should ignore

1. It costs 6 times more to attract a new customer than it does to keep an old one – Understanding Customers by Rudy Newell-Legner

2. 89% of Consumers purchase from a competitor following a poor customer experience – Harris Interactive, 2011 Customer Experience Improvement study

3. Only about 4% of dissatisfied customers complain.  96% just go away.  Harris Interactive, 2011 Customer Experience Improvement study

4.  50% of Consumers give a brand one week to respond to a service concern before they stop doing business with them.  – Harris

5.  Only 37% of Brand received “excellent” or “Good” customer experience scores this year –  Harris

6.  Only 1% of consumers say expectations for good customer experience are always met – Harris

7.  US Businesses lose an estimated $83 Billion in sales annually due to poor customer experiences – Parature Customer Service Blog

8.  Americans typically tell 24 people about negative customer service, they only tell about 15 people about positive experiences – 2012 American Express Global Customer Service Barometer

9.   A 5% increase in customer retention increases profits up to 125% – Bain & Company

10. Probability of selling to an existing customer:  60-70%, Probability of selling to a new one: 5-20% – Marketing Metrics

11.  A 2% increase in customer retention has the same effect as decreasing costs by 10% – Leading on the edge of chaos, Emmet Murphy and Mark Murphy

12.   It costs 6-7 times more to acquire a new customer than to retain an existing one – Bain & Company

13.   Customer Loyalty can be worth 10 times as much as a single purchase – White House Office of Consumer Affairs, Washington, D.C.

14.   It takes 12 positive service incidents to make up for a negative one – Understanding Customers by Rudy Newell-Legner

15.   Customer profitability increases  over the life of a retained customer – Leading on the edge fo Chaos, Emmet Murphy and Mark Murphy

16.   70% of customers will do business with you again if you resolve their complaints – Understanding Customers by Rudy Newell-Legner

17.   73% of Consumers love a brand because of friendly customer service – Harris Interactive, 2011 Customer Experience Improvement study

18.   68% of Customers leave because they think you don’t care about them – Rockefeller Corporation

Eighteen facts — as seen in General Motors’ Renaissance Center HQ lobby in Detroit.

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Big Data growth according to IDC

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It sure is a key focus area for all big and small firms alike.

Image Courtesy: Fastcompany

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