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Turning Breakthroughs and Mishaps into "Best Practices"
We can measure the success of our organizations to a large extent by how much we learn, absorb, and apply from experience. Such organizational learning can occur either intentionally or accidentally! This article offers tips on what to do with your breakthroughs and mishaps. The more data you can extract from them to create systems that everyone can follow, the more flexible, robust, and effective your organization will be.
Designing Information to Help People Act Quickly
Today's media-saturated world challenges people to comprehend and respond quickly to a plethora of visual messages. Our news-based and "how-to" information may be adding to audience overwhelm instead of helping people perform. This article discusses five information design techniques that can boost our audience's ability to interpret and respond.
Beta Testing, Anyone? 10 Potent Strategies for Achieving Success
Beta testing should involve a methodical prove-in of a carefully designed system, such as a software product, Web site, or automated tool. It's not meant to be a hit-or-miss, cross-your-fingers-and-hope-everything's-OK Band-Aid that you can apply at the last minute. You need to do more than randomly bang on the system in an attempt to find a way to break it. Here are 10 strategies for successfully carrying out the process.
Focusing on Consistency (Part 2)
Consistently pleasant customer experiences produce "raving fans" who spread positive "buzz" about our products and services. In contrast, even a single unhappy experience can sour a customer, who may then take her business elsewhere and we might not ever hear why. This article explains what to do.
Focusing on Consistency (Part 1)
When we aim for consistency in our communications, values, messages, images, offerings, and the customer experiences we create, we take another significant step toward developing long-lasting and meaningful customer relationships that will boost our bottom line.
Electronic Support Systems: A Great Way to Stretch Expertise
Imagine providing your employees and customers with unlimited training to help them become rote experts in your products and services. This approach is expensive and time-consuming, as it emphasizes "installing knowledge" into people’s heads. An alternative approach is an electronic support system.
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