Category Archives: customer experience management

Moving from “opt-out” to “opt-in” culture

“We’re here for consumers. Why, without them, we’d have nobody whose privacy we can invade so that we can exploit them to advertisers.” Comment about Google under user comments on: http://www.winrumors.com/google-claims-microsoft-and-apple-are-partners-in-a-patent-war-against-android/ Teaching courses on digital marketing and ethics in information … Continue reading

Posted in blogs for business, customer experience, customer experience management, digital marketing, human factors in information systems design, information architecture, information ethics, management of information systems and technology, social change, social media, user experience, user-centered design | Tagged , , , , , , , , , , , | 10 Comments

The Way We Connect

In my travel to Spain to do research for a book on that topic, I journeyed through the north to Santiago de Compostela and by staying in a small inn outside of the city (the terminus of The Way of … Continue reading

Posted in blogs for business, collaborative computing, content management, customer experience management, human factors in information systems design, mobile computing, mobile learning, social change, social media, social networking, strategic management of technology innovation, user experience | Tagged , , , , , , , , , , , | 8 Comments

Social Networking Innovation in an Online E-Business Course

Here is a Web-based version of my ICERI10 conference presentation on the topic: Social Networking Innovation in an Online E-Business Course http://www.programhouse.com/webpres/phiceri2010pres1.htm This Web-based PowerPoint presentation (optimized for the Internet Explorer browser) describes a curriculum innovation that provides an authentic … Continue reading

Posted in blogs for business, collaborative computing, customer experience management, digital repositories, emerging educational technology, innovation, learner experience, online learning and teaching, social media, social networking, user experience | Tagged , , , , , , , , , | 4 Comments

Effects of the Internet as Innovation: No More and Now New

The first wave of the Internet as a disruptive technological innovation has created game-changing and deal-changing effects on traditional social and organizational norms. The effects associated with the second wave of this innovation have been given many names (Internet 2.0, … Continue reading

Posted in customer experience management, human factors in information systems design, innovation, management of information systems and technology, social media, social networking, strategic management of technology innovation, Strategic Networking, user experience | Tagged , , , | 14 Comments

Customer Experience Management: The Second Wave

Customer Experience Management is often seen as a marketing discipline emerging from the traditional customer service and customer relationship management niches to meet evolving needs that precede customer service and extend beyond the transactional focus of CRM. What is missing … Continue reading

Posted in conducting research online, customer experience management, human factors in information systems design, innovation, management of information systems and technology, social media, social networking, strategic management of technology innovation | Tagged , , , , , , , , , , | 6 Comments

Intelligence Revisited – what recent research reveals

As noted in my other blog entries, my research, writing, and consulting work over the past decade has focused on collective human characteristics called “individual differences” and what that means to people in the roles of customers, users, and learners. … Continue reading

Posted in conducting research online, content management, customer experience management, digital repositories, human factors in information systems design, information architecture, instructional design, knowledge management, learner experience, online learning and teaching, user experience | Tagged , , , , , , , , , , , | 4 Comments

A mental model of the customer, user, and learner experience

Digging Beyond User Preferences (Mental Models) In my research, writing, and consulting work over the past decade, I have focused on a single concept (satisfaction) and what it means to people in the roles of customers, users, and learners. I … Continue reading

Posted in conducting research online, customer experience management, human factors in information systems design, information architecture, instructional design, knowledge management, learner experience, online learning and teaching, strategic management of technology innovation | Tagged , , , , , , , , | 8 Comments

Riding the Crest of Change

In 1996, as I wrote the Introduction to a book that my co-author (Gene De Libero) and I would call Strategic Networking, I wanted to capture in words what I could about the innovation that was then in an early … Continue reading

Posted in blogs for business, blogs for research, collaborative computing, conducting research online, customer experience management, innovation, social networking, strategic management of technology innovation, Strategic Networking, user experience | Tagged , , , , , , , | 6 Comments

digital marketing strategies and techniques for Web sites

There are many digital marketing strategies and techniques that can be used for achieving e-business Web site goals such as increasing traffic, social networking, social media, converting browsers to customers, etc.  Share with us briefly in your comment what you feel … Continue reading

Posted in blogs for business, content management, customer experience management, social media, social networking, strategic management of technology innovation, user experience | Tagged , , , , , | 11 Comments

how would you gather user needs data?

In human factors work, you need to gather data about software user needs before you begin to design (or redesign) software. As a user, what are your suggestions for getting the right kind of user needs information from prospective users? … Continue reading

Posted in conducting research online, content management, customer experience management, human factors in information systems design, user experience | Tagged , , , , , | 6 Comments