RE: UKNM: Re: Amazon.com

[Stewart Dean]

Two words - customer experience.


Nearly all techies don't get it or don't understand why it's important. 


Out of all the people in the world I would have thought Amazon would get it

- they did originally, or maybe they just got lucky.



 >

Stewart Dean - SDeanscient [dot] com

 > Customer Experience UK

 > Scient*: The eBusiness Systems Innovator*

 > http://www.scient.com/london/



 > -----Original Message-----

 >

From: Judith Atkins [judithatkinshotmail [dot] com (mailto:judithatkinshotmail [dot] com)]

 > Sent: Wednesday, February 16, 2000 6:57 PM

 >

To: uk-netmarketingchinwag [dot] com

 > Subject: Re: UKNM: Re: Amazon.com

 > 

 > 

 > Plllleaaasssseee....it's no good getting the brand values 

 > right if no one 

 > can use it.  In my experience there are an awful lot of 

 > people on the tech 

 > side who claim to know what they are doing but not nearly 

 > enough of them 

 > actually do!  Unfortunately the "brand value" folk often have 

 > to take what 

 > the techies give them at face value because there is no way 

 > to double check 

 > it.

 > 

 > Just a thought anyway.  Hopefully places like this give us a 

 > chance to at 

 > least communicate on a level playing field.

 > 

 > Judith Atkins

 >

jatkinsshandwick [dot] com

 > 

 > 

 >

>From: "Ian Fenn" <ianchopstix [dot] co [dot] uk>

 >

>Reply-To: uk-netmarketingchinwag [dot] com

 >

>To: <uk-netmarketingchinwag [dot] com>

 >  >Subject: Re: UKNM: Re: Amazon.com

 >  >Date: Tue, 15 Feb 2000 15:54:18 -0000

 >  >

 >  >Dan writes:

 >  >  > This makes me think of all those people who haven't 

 > used the web at all

 >  >  > yet - how do we make sure that we don't alienate them?  

 > What do we need

 >  >  > to do to ensure they don't 'opt out' after their first 

 > experience and

 >  >  > stop bothering to use this slow and cumbersome Internet beast?

 >  >  >

 >  >  > Where do we draw the compromise line between assuming 

 > Internet users 

 >  >are

 >  >  > getting more experienced and accepting that they need 

 > simpler and

 >  >  > simpler interfaces as more newbies come online?

 >  >  >

 >  >  > Any thoughts?

 >  >

 >  >I think maybe we should just start designing sites properly!

 >  >

 >  >You have to begin with, and continually think of, the 

 > users. Look at any

 >  >number of corporate, supposedly consumer-focused, web 

 > sites. In the vast

 >  >proportion of cases it's obvious that the the over-riding 

 > concern has been

 >  >getting the brand values across, not serving their consumers.



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