Measuring Success for a Support Website: A Point of View

There is a beautiful hypothesis that of all the touch-points a business has with its customers there are just a small handful that are Moment’s of Truth, essentially interactions that make or break the relationship (and in turn any future profits, customer loyalty, etc). For example in case of your credit card company the moment of […]

Build A Great Web Experimentation & Testing Program

It is a crime against our customers if we don’t have a robust web Experimentation & Testing program in our respective companies. That is a bold statement but a good testing program is truly game changing in multiple ways. (If you have not read the Experimentation and Testing Primer post I recommend that as foundational […]