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Dec 05, 2003 7:56 pm		Breathtakingly Beautiful User ExperienceTM
David Hoffer		The company I work for sells products to cutomers. Those products are tests (think bubble sheets - SATs, etc). Our customers are States and large Districts. I very much want to make our customers happy and am very much in favor of good customer care. However, the people who use the products I design are teachers and kids who have no say in the purchase of the products themselves. Therefore, it's my job to make the experience of taking a test [a painful proposition for some - I know it was for me ;-) ] as easy as possible. These teachers and kids don't interact directly with my company so cannot be described as customers. User seems a generic enough term to be able to apply to these folks. I disagree with Kyle a bit though. There are sites that sell services or provide transactional fucntionality that are not necessarily ecommerce...you don't buy something directly from them like you would from Amazon. If I'm looking for a company that provides design services, their site may have information for me and I would be a customer, but I wouldn't be buying something from the site. The site merely serves to provide me with information. But I know what you mean...it's all good. So, Tracey. While I applaud your effort to increase the sales of your company in this shitty economic time, it would be a lot cooler if you kept the marketing off the list. dave > Tracey Paradiso wrote: > Hmmm. 'User' Experience is an interesting term, but how about calling it like it is: a 'Customer Experience.' After all, the CUSTOMER is the reason you're in business. The CUSTOMER pays your salary. If you don't consciously deliver a Customer Experience that is competent and caring at every touchpoint, you might as well kiss your customers good bye as they go to a competitor who does what you do for less. > >At our company we talk about the PRACTICE of providing Exquisite Customer Care. This is not something you are going to learn in one seminar, from one book or from random bits of advice, right? Think back to the best seminar or workshop you ever attended. When you got back to your office how much of it were you actually able to implement and sustain over time? > >JoAnna Brandi, a nationally renown customer care expert noticed that after her workshops she was increasingly being called by her customers for additional support and advice. She also watched a lot of great businesses start to tank when their training budgets and staffs were slashed, leaving a group of stressed, multi-tasking people to handle the few customers they had left. > >That's why she designed customercarecoach.com. This is an AFFORDABLE, RESULTS-ORIENTED training program in the "Art & Science of Exquisite Customer Care." Bite-size training lessons are delivered to subscribers every week for 40 weeks via email, enabling companies to actually IMPLEMENT CHANGE in small, do-able steps. > >Stop by and see us sometime! And PLEASE trash the term 'user!' Private Reply to David Hoffer (new win)

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