Good Experience Column Archive
Innovation and customer experience basics (January 29, 2007)
The improving online customer experience (January 19, 2007)
Thoughts to start off 2007 (January 10, 2007)
Fun Stuff 2006 (December 21, 2006)
Don Norman: simple doesn't sell (December 09, 2006)
Life bits, tracking, and bit literacy (December 04, 2006)
Customer experience at Procter & Gamble (November 25, 2006)
Now available: Uncle Mark 2007 (November 15, 2006)
Broken: Bank of America jailing a customer (November 06, 2006)
On cleanliness in passenger airlines (October 25, 2006)
Thoughts on customer-led marketing (October 17, 2006)
Part 2: A bank customer experience (October 11, 2006)
A bank customer experience (October 05, 2006)
Part 2: A good and generous king (September 27, 2006)
A good and generous king (September 20, 2006)
"The tuna story" and customer experience (August 22, 2006)
Customer experience and the 'wow' factor (July 27, 2006)
What I learned redesigning del.icio.us (July 12, 2006)
Customer experience case study: "cars" (July 06, 2006)
Fun Stuff 2005 (June 30, 2006)
Customer experience and umbrellas (June 20, 2006)
Customer experience and gas prices (June 19, 2006)
Bit literacy: agreement to action (June 08, 2006)
No bit literacy from the AMA (June 04, 2006)
Coral and Community (May 24, 2006)
Interview - Cathy Salit, Performance of a Lifetime (April 24, 2006)
Interview - Katy Börner, Indiana University (April 24, 2006)
2005 Copernican Awards Recap (April 19, 2006)
The new conversation about bits (April 12, 2006)
Two comments on good experience (March 30, 2006)
Interview with Ji Lee, the Bubble Project (Gel '06 speaker) (March 24, 2006)
A new outlook on technology (March 17, 2006)
Announcing the end of e-mail overload (and start of Gootodo.com) (March 09, 2006)
Goovite Meeting Maker; asking for your comments (February 24, 2006)
Explaining Good Experience and Gel (February 15, 2006)
Survey: Customer Research and Results (February 08, 2006)
Things that matter (intro to this newsletter, 2006) (January 18, 2006)
Reactions to "customer service" column (December 12, 2005)
Customer service is not customer experience (December 07, 2005)
Three strands of good experience (November 29, 2005)
Simplicity gets its media moment (November 17, 2005)
Good experiences around New York, Nov '05 (November 11, 2005)
The overdetermined experience (November 02, 2005)
Problems of complexity and choice (October 27, 2005)
Choose your own adventure (at work) (October 18, 2005)
Reviewing Good and Bad Advertising (October 12, 2005)
Introducing Gootodo, a bit-literate todo list (October 04, 2005)
Defining "Branding" (September 28, 2005)
How to Start Customer Research (September 14, 2005)
Simplicity and Goovite (August 29, 2005)
Lessons in listening to customers (August 15, 2005)
Customer Experience in Four Steps, and a Whitepaper (July 27, 2005)
Why I Play Computer Games (July 11, 2005)
Recent Customer Research: Online Retail (July 06, 2005)
Thoughts on Gel 2005 (June 22, 2005)
About the Good Experience Worldview (June 14, 2005)
Things that need to STOP (May 25, 2005)
A thought on selling good experience (May 18, 2005)
Interview: Ron Pompei, Pompei AD (April 26, 2005)
Interview: Dee Breger, electron microscopist (April 26, 2005)
Interview: Dee Breger, electron microscopist (April 26, 2005)
Announcing The 2005 Copernican Awards (April 19, 2005)
Interview: Theo Jansen, strandbeest.com (April 13, 2005)
Interview: Bob Mankoff, New Yorker cartoon editor (April 08, 2005)
Interview: Bruce Shapiro, "motion control" artist (April 04, 2005)
Interview: Charlie Todd, urban prankster (March 29, 2005)
Some Business Effects of Customer Experience (March 23, 2005)
Interview: Wikipedia's Jimmy Wales (March 10, 2005)
The Best Month for Customer Experience (March 03, 2005)
Christo and Jeanne-Claude's The Gates... and good experience (February 11, 2005)
Interview: Barry Schwartz, author, "The Paradox of Choice" (January 20, 2005)
Introduction to this Newsletter, 2005 (January 10, 2005)
Fun Stuff 2004 (December 23, 2004)
Holiday Greetings 2004 (December 15, 2004)
Tips on Moderating Listening Labs (December 07, 2004)
Customer experience and the next 20 years (November 18, 2004)
Introducing the Customer-Centric Worldview (October 26, 2004)
User Experience and the 2004 Election (October 15, 2004)
The Basics of Customer Experience (October 08, 2004)
Review of Typeit4me (October 01, 2004)
Interview: Andre Haddad, eBay (September 29, 2004)
You DO Talk to Customers, Don't You? (September 22, 2004)
How to Be a Better Customer Experience Practitioner (September 16, 2004)
Interview: David Greenberger - listening with respect (September 09, 2004)
How to Become the VP of Customer Experience (September 02, 2004)
Customer Experience Review: Verizon, Time Warner, PC Richard (August 17, 2004)
What Happens After Customer Research? (August 12, 2004)
Budgeting for Advertising and Customer Experience (July 29, 2004)
Advertising and the Customer Experience (July 14, 2004)
Packaging is Not Customer Experience (July 06, 2004)
Putting Customers First... Pepsi? (June 17, 2004)
Exercise in Customer Experience (June 03, 2004)
Case Study in Customer Experience (April 22, 2004)
Introducing... Googlephrasing (March 31, 2004)
Research Supporting the Page Paradigm (March 25, 2004)
Google = Good Experience (March 19, 2004)
Debating the Page Paradigm (March 08, 2004)
The Page Paradigm (February 19, 2004)
Bit literacy: an overview (January 28, 2004)
Five Ideas for 2004 (January 07, 2004)
The ROSE framework (November 17, 2003)
Four Words to Improve User Research (October 01, 2003)
Interview: Peter Coughlan, IDEO (September 15, 2003)
Usability Professionals Must Disappear (August 08, 2003)
Top Sites' User Experience Teams and Their Challenge (July 21, 2003)
The Most Important User Experience Method (June 20, 2003)
Customer Experience and Hotels (June 13, 2003)
Interview: Jim Kunstler, New Urbanist (May 22, 2003)
Experience Review: Concorde (May 08, 2003)
Leonardo da Vinci, Disciple of Experience (April 18, 2003)
Something from Nothing (March 14, 2003)
Interview: Elizabeth Peaslee (January 21, 2003)
The Good Experience Review of Bits, 2002/2003 (January 10, 2003)
Interview: Rick Robinson, AOL (December 11, 2002)
Interview: Ze Frank, performance artist (December 04, 2002)
Interview: Maryam Mohit, Amazon.com (November 21, 2002)
Interview: Marissa Mayer, Product Manager, Google (October 15, 2002)
Surviving the Bit Infinity (July 18, 2000)
About Information Architecture (April 03, 2000)
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