Column Archive

Customer experience case study: Infinite Flavors Ice Cream (Nov 8, 2011)

Remembering AOL (Sep 11, 2008)

Innovation and customer experience basics (Jan 29, 2007)

The improving online customer experience (Jan 19, 2007)

Thoughts to start off 2007 (Jan 10, 2007)

Don Norman: simple doesn't sell (Dec 9, 2006)

Life bits, tracking, and bit literacy (Dec 4, 2006)

Customer experience at Procter & Gamble (Nov 25, 2006)

Now available: Uncle Mark 2007 (Nov 15, 2006)

Broken: Bank of America jailing a customer (Nov 6, 2006)

On cleanliness in passenger airlines (Oct 25, 2006)

Thoughts on customer-led marketing (Oct 17, 2006)

Part 2: A bank customer experience (Oct 11, 2006)

A bank customer experience (Oct 5, 2006)

Part 2: A good and generous king (Sep 27, 2006)

A good and generous king (Sep 20, 2006)

"The tuna story" and customer experience (Aug 22, 2006)

Customer experience and the 'wow' factor (Jul 27, 2006)

What I learned redesigning del.icio.us (Jul 12, 2006)

Customer experience case study: "cars" (Jul 6, 2006)

Customer experience and umbrellas (Jun 20, 2006)

Customer experience and gas prices (Jun 19, 2006)

Bit literacy: agreement to action (Jun 8, 2006)

No bit literacy from the AMA (Jun 4, 2006)

Coral and Community (May 24, 2006)

Interview - Cathy Salit, Performance of a Lifetime (Apr 24, 2006)

Interview - Katy Börner, Indiana University (Apr 24, 2006)

2005 Copernican Awards Recap (Apr 19, 2006)

The new conversation about bits (Apr 12, 2006)

Two comments on good experience (Mar 30, 2006)

Interview with Ji Lee, the Bubble Project (Gel '06 speaker) (Mar 24, 2006)

A new outlook on technology (Mar 17, 2006)

Announcing the end of e-mail overload (and start of Gootodo.com) (Mar 9, 2006)

Goovite Meeting Maker; asking for your comments (Feb 24, 2006)

Explaining Good Experience and Gel (Feb 15, 2006)

Survey: Customer Research and Results (Feb 8, 2006)

Things that matter (intro to this newsletter, 2006) (Jan 18, 2006)

Reactions to "customer service" column (Dec 12, 2005)

Customer service is not customer experience (Dec 7, 2005)

Three strands of good experience (Nov 29, 2005)

Simplicity gets its media moment (Nov 17, 2005)

Good experiences around New York, Nov '05 (Nov 11, 2005)

The overdetermined experience (Nov 2, 2005)

Problems of complexity and choice (Oct 27, 2005)

Choose your own adventure (at work) (Oct 18, 2005)

Reviewing Good and Bad Advertising (Oct 12, 2005)

Introducing Gootodo, a bit-literate todo list (Oct 4, 2005)

Defining "Branding" (Sep 28, 2005)

How to Start Customer Research (Sep 14, 2005)

Simplicity and Goovite (Aug 29, 2005)

Lessons in listening to customers (Aug 15, 2005)

Customer Experience in Four Steps, and a Whitepaper (Jul 27, 2005)

Why I Play Computer Games (Jul 11, 2005)

Recent Customer Research: Online Retail (Jul 6, 2005)

Thoughts on Gel 2005 (Jun 22, 2005)

About the Good Experience Worldview (Jun 14, 2005)

Things that need to STOP (May 25, 2005)

A thought on selling good experience (May 18, 2005)

Interview: Ron Pompei, Pompei AD (Apr 26, 2005)

Interview: Dee Breger, electron microscopist (Apr 26, 2005)

Announcing The 2005 Copernican Awards (Apr 19, 2005)

Interview: Theo Jansen, strandbeest.com (Apr 13, 2005)

Interview: Bob Mankoff, New Yorker cartoon editor (Apr 8, 2005)

Interview: Bruce Shapiro, "motion control" artist (Apr 4, 2005)

Interview: Charlie Todd, urban prankster (Mar 29, 2005)

Some Business Effects of Customer Experience (Mar 23, 2005)

Interview: Wikipedia's Jimmy Wales (Mar 10, 2005)

The Best Month for Customer Experience (Mar 3, 2005)

Christo and Jeanne-Claude's The Gates... and good experience (Feb 11, 2005)

Interview: Barry Schwartz, author, "The Paradox of Choice" (Jan 20, 2005)

Introduction to this Newsletter, 2005 (Jan 10, 2005)

Holiday Greetings 2004 (Dec 15, 2004)

Tips on Moderating Listening Labs (Dec 7, 2004)

Customer experience and the next 20 years (Nov 18, 2004)

Introducing the Customer-Centric Worldview (Oct 26, 2004)

User Experience and the 2004 Election (Oct 15, 2004)

The Basics of Customer Experience (Oct 8, 2004)

Review of Typeit4me (Oct 1, 2004)

Interview: Andre Haddad, eBay (Sep 29, 2004)

You DO Talk to Customers, Don't You? (Sep 22, 2004)

How to Be a Better Customer Experience Practitioner (Sep 16, 2004)

Interview: David Greenberger - listening with respect (Sep 9, 2004)

How to Become the VP of Customer Experience (Sep 2, 2004)

Customer Experience Review: Verizon, Time Warner, PC Richard (Aug 17, 2004)

What Happens After Customer Research? (Aug 12, 2004)

Budgeting for Advertising and Customer Experience (Jul 29, 2004)

Advertising and the Customer Experience (Jul 14, 2004)

Packaging is Not Customer Experience (Jul 6, 2004)

Putting Customers First... Pepsi? (Jun 17, 2004)

Exercise in Customer Experience (Jun 3, 2004)

Case Study in Customer Experience (Apr 22, 2004)

Introducing... Googlephrasing (Mar 31, 2004)

Research Supporting the Page Paradigm (Mar 25, 2004)

Google = Good Experience (Mar 19, 2004)

Debating the Page Paradigm (Mar 8, 2004)

The Page Paradigm (Feb 19, 2004)

Bit literacy: an overview (Jan 28, 2004)

Five Ideas for 2004 (Jan 7, 2004)

The ROSE framework (Nov 17, 2003)

Four Words to Improve User Research (Oct 1, 2003)

Interview: Peter Coughlan, IDEO (Sep 15, 2003)

Usability Professionals Must Disappear (Aug 8, 2003)

Top Sites' User Experience Teams and Their Challenge (Jul 21, 2003)

The Most Important User Experience Method (Jun 20, 2003)

Customer Experience and Hotels (Jun 13, 2003)

Interview: Jim Kunstler, New Urbanist (May 22, 2003)

Experience Review: Concorde (May 8, 2003)

Leonardo da Vinci, Disciple of Experience (Apr 18, 2003)

Something from Nothing (Mar 14, 2003)

Interview: Elizabeth Peaslee (Jan 21, 2003)

The Good Experience Review of Bits, 2002/2003 (Jan 10, 2003)

Interview: Rick Robinson, AOL (Dec 11, 2002)

Interview: Ze Frank, performance artist (Dec 4, 2002)

Interview: Maryam Mohit, Amazon.com (Nov 21, 2002)

Interview: Marissa Mayer, Product Manager, Google (Oct 15, 2002)

Surviving the Bit Infinity (Jul 18, 2000)

About Information Architecture (Apr 3, 2000)