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Rebecca Flavin, our CEO and one of our clients, Stephanie Copeland (Vice President Business Market Solutions at Qwest Communications) presented an awesome session today at the 2009 Forrester Customer Experience Forum. The session was packed (in fact, it was the most attended session of the hour) – it was my first real attempt at being an iPhone videographer, so please excuse the shaky nature of it :

How a User-Centered Approach Can Attract Customers, Drive Revenue & Deliver Competitive Advantages

Today’s enterprise executives are asking themselves:
What impact do customer-centric applications have on brand perception and ROI?
How can businesses harness the power of Web 2.0 applications to increase customer loyalty, despite a struggling economy?
How can greater user experiences serve to empower customers by driving a greater adoption of services?
Is this the right time to focus on improving the customer experience?

abstract:

Today’s enterprise executives are asking themselves:

  • What impact do customer-centric applications have on brand perception and ROI?
  • How can businesses harness the power of Web 2.0 applications to increase customer loyalty, despite a struggling economy?
  • How can greater user experiences serve to empower customers by driving a greater adoption of services?
  • Is this the right time to focus on improving the customer experience?

apologies for the shaky video and framing – was my first iPhone video recording

    Can “Usability” actually be a hobby … kinda is for me. I figured that there are some folks out there with a passion for good user experiences. Like them, when I visit a website, use software, or even enter a retail store, I get very frustrated when it is obvious the company “does not care for me”… after all, isn’t focusing on good usability and customer engagement simply caring about your customers?

    NoMokin.com is designed to give the frustrated user experience evangelist a forum to rant, vent, complain and poke fun at companies that just simply “don’t quite get it”. The site is a bit of an experiment; took only 2 days to get up and running (the current joke on the site it that it is itself, not very usable… yet).

    NoMokin

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