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Emotionally intelligent hold messages
For most businesses, the question of what to play while customers are on hold is not critical. Important, but not vital to customer satisfaction. What if most of your business is handled over the phone? If you’re the iconoclastic savings bank ING Direct, you help customers cope with waiting by playing messages that are witty, informative [...]
Continue reading...What if users are the problem?
21. July 2009
“Over and over, I have seen how a UCD (User Centered Design) process will tend to emphasize certain benefits of an experience like ‘convenience’ over other, more meaningful sources of social value.” From an article in core 77 by Robert Fabricant, creative director of frog design.
Continue reading...Is your Web site polite?
14. April 2009
HOW PEOPLE APPLY THE BASIC SOCIAL RULE OF POLITENESS TO COMPUTERS There is a well-known documented fact about human behavior: People will tell you what they think you want to hear. For example, if a waiter asks how his service was, people are more likely to give him a positive response. If a 3rd party asks [...]
Continue reading...A huge social media headache for Motrin
23. November 2008
Have you heard about Motrin Moms? On November 16, Motrin released a commercial suggesting that baby carriers are both painful and unfashionable. Check it out below. What probably seemed clever in the mind of a 23-year-old, childless copywriter turned out to be quite offensive to many moms (and dads, to be sure) and unleashed a social [...]
Continue reading...Avast! Mashups on the high seas!
22. November 2008
Just when you thought you’d seen every Google Maps mashup imaginable, the Commercial Crime Services division of the ICC (International Chamber of Commerce) has launched the Live Piracy Map. The map shows the locations of piracy incidents across the globe. This is a great example of “data marketing” – disseminating meaningful data in order to help [...]
Continue reading...Killer interactive demos: less features, more context
19. October 2008
Interactive demos are a great way to give your customers and prospects a good idea of what your product is and how it can benefit them. Demos are usually associated with demonstrating features of software or consumer products. And they’re just as effective for selling complex services or conceptual ideas. Demonstrate how your product solves the [...]
Continue reading...Electoral College Prediction Tracker
2. October 2008
This is a great little info viz widget. Width of columns corresponds to number of votes each state has. Rows correspond to the predictions of various media outlets. Even Fox News shows Obama ahead. Strange, NYT shows McCain ahead by quite a bit. (Sorry the width of the widget doesn’t fit on our blog). This is [...]
Continue reading...Social media: What’s keeping you from wading in?
15. September 2008
There’s a fair amount of hand-wringing on the part of marketing execs over what to do with social media (aka Web 2.0, Social Web). It’s on the news and in the papers, so the CEO hears about it and asks the CMO, “should we be doing that?” And so the lukewarm potato gets handed downward [...]
Continue reading...Infographicmercial
24. June 2008
Anyone seen the Areva commercial? Just saw it on Olbermann and it reminded me, appropriately enough, of the video for “Remind Me” by Royksopp. Is it the same creative shop reprising an old fave or outright copycatism? I sure like the genre of animated infographics, but it seems a little close for comfort. Check for [...]
Continue reading...Neo-neo classical
17. June 2008
Photo from Stiftung Archaeologie Stark white marble temples and statues. That’s what the scupltors of the Renaissance saw, and copied. And that’s the visual language that informed the architects of our nation’s capitol. But what if the original sources were not at all like everyone imagined? What if the ancient Greeks and Romans actually painted their [...]
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18. August 2009
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