How do we know what we want?

The Customer Odyssey: Semantic and...

  The online decision making process is a strange beast. Sometimes I’m pretty spontaneous and...

Is your website from Venus or Mars?

The old maxim that ‘men are from Mars and women from Venus’ has been explored in relation to the...

The beauty of connectedness

A number of different circumstances have recently come together to make me realise the beauty in...

Physicality and the poetry of online

Don Norman has recently been emphasising the importance of the physical and its return to...

A time for disengagement?

There are times in the hectic world of digital media when I crave disengagement and I strive for...

Death of a comrade

This morning Dave Hallsworth died aged 78. My thoughts are with his wife Elsie and their family. It...

Tony Wilson RIP

Tony Wilson died today. I met the guy a couple of times, on the second occasion he was chairing a...

The value of the last mile, “what does...

Vilfredo Pareto’s principle, otherwise known as the 80/20 rule*, is one of those ideas that just...

Mini-poll: Will Facebook rule the...

My Facebook Dilema

Mmmm. Facebook. By the time you read this you’ve probably already read the articles talking about...

10 Tips for Online Persuasion

“If you want to improve, be content to be thought foolish and...”
— Epictetus

Do you set your Alarm Clock for Online...

How do you start to develop a relationship with a customer who ordinarily might only visit you and...

Do you WILF?

I certainly know that I do. WILF is an acronym for ‘What was I looking for?’ (It’s...

Podcast: Persuasive Solutions for...

Persuasion is one of the most important constituents of any online engagement strategy. This is a...

Avoiding Trade-offs in a Persuasion...

Recently I’ve been following a debate kicked off by Don Norman on the value (or lack of value)...

Employee engagement podcast

Designing real experience

I’ve just caught the end of a TV programme called War Stories on BBC4. It included a talking...

Adobe does engagement

Photos make websites more credible

Partnering for the Future roundtable group - left to...

Microsoft: Partnering for the Future

I’ve just come back from a roundtable at Microsoft’s Cambridge Research Centre where I...

“Repeated interactions that strengthen the emotional,...”
— My definition of Customer...

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