Comments on Customer Storytelling at the Heart of Business Success

Alok Jain — Sun, 18 Feb 2007 23:39:34 GMT

Customer loyalty and advocacy is at the center of business success. Reports from Forrester have constantly found that. Some interesting viewing:
http://www.forrester.com/vvlogin?referer=http://www.forrester.com/findresearch/results?geo=0&dAg=365&N=50170+691

Also, one on my blog:
http://webxm.blogspot.com/2005_03_01_webxm_archive.html

Cheers
Alok Jain

christiane — Sun, 18 Feb 2007 23:39:19 GMT

Unfortunately, I disagree with Greymon. This article is useless fluff. Case in point:

“The best product and application design strategies are created when a team first gains direct understanding of the people who will use the end product … An understanding of the customer is at the heart of every good business.”

This is news? This article is User Experience 101 material; all theory and no how-to. The kinds of ideas presented here are why user experience gets a bad name. UE clients want deliverables, not a tale told around a campfire.

“Over the past two years, the Arc Worldwide Experience Planning group has written dozens of personas and scenarios that span numerous verticals and diverse business models, goals, and strategies. Together with talented visual and information designers, we create compositions that juxtapose user, business, organization, marketplace, and product details in a way that clearly communicates connections, actionable insights, and opportunities.”

I’m not interested in reading marketing copy, I’m interested sharing new approaches towards best practice. Hanna shares nothing new in our field, just more duckspeak to promote his own business.

When did Boxes and Arrows become a resume portal?

Greymon — Sun, 18 Feb 2007 23:39:13 GMT

I have grown all too accustomed to reading fluffy “the sound and the fury” design articles.

This, however, is anything but fluff. Highly focused, well written, insightful, and both practical and theoretical—this was a great article and a great example of the level of discussion the practitioners in our industry should to maintain.

It’s fascinating to read how other designers conceive of and apply personas and scenarios in their process. Thank you for sharing.