It is OK to Hate Your Customers

Obviously it is OK to hate your customers because so many companies clearly do, and they do so actively.  Want proof?  Test the limits of their "friendly customer service."  Be a little bit annoying or high maintenance or disagreeable. You might want to be cautious and experiment with a company that sells a product or service you can live without. … Read more →

Pay Attention: The World is Changing

A digital native is a person for whom digital technologies already existed when they were born, and hence has grown up with digital technology such as computers, the Internet, mobile phones and MP3s. The world is changing and you need to pay attention to an important trend:  digital natives are not very good at paying attention.  Neither are those… Read more →

Writing for the Internet Generation

You won’t read most of what I write in this post.  You will most likely skim it and at best read half of the content (on average). In May 2008, usability guru Jakob Nielson published his analysis of web usage data borrowed from a research study.  I recommend you read it after this article.  Here’s the big stunning quote: Obviously,… Read more →

When Does Quality Matter?

"A job worth doing is worth doing well" This past week I received a book of coupons in the mail from local businesses.  I believe in supporting local business, especially locally owned and owner-operated businesses, so I flipped through it.  One coupon caught my eye.  It was for a business I had not heard of before and it looked like… Read more →