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 […]

Avinash @ Google TechTalk

On July 24th I had the privilege of giving a presentation at the Google Mountain View headquarters as a part of Google’s TechTalk series (thanks Brett). The topic was Customer Centric Web Decision Making. The talk covered some of the topics that I have already blogged about here but there is a lot of new material I have not […]