Providing a great customer experience
The Media Management Center, along with the Online Publishing Association conducted a study in which they discovered 22 customer experiences that drive up web site usage (here).
I like the reason they give for why experiences are important:
“Consumer experience is a critical concept to understand and act on in an environment where there are seemingly infinite media choices but finite human attention. For online publishers, it means going beyond providing content that gets good user satisfaction ratings to finding ways to involve and engage users’ minds and emotions.”
The top 22 experiences are:
- Entertains and absorbs me
- Looks out for people like me
- Regular part of my day
- My personal timeout
- A credible, safe place
- Connects me with others
- Touches me and expands my views
- Makes me smarter
- Turned on by ads
- Easy to use
- Helps and improves me
- Worth saving and sharing
- Tailored for me
- Guides me to other media
- Makes me feel I belong
- A way to fill my time
- Gives me something to talk about
- My guilty pleasure
- Tries to persuade me
- Too much
- Worries me
- Annoyed by the ads
[Technorati Tags: web usage customer experiences web design]
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July 15th, 2005 at 5:38 am
Hi, this is a great list and the quote is important, especially the words involvement and engagement. It is all about starting the ‘conversation’.
July 15th, 2005 at 6:02 am
Which experiences drive website usage?
Hé that’s great! A study on experiences. But now on the experiences of website usages (pdf). I found it at Emergence Marketing and it is conducted by The Media Management Center, along with the Online Publishing Association. A brief summary:Consumer e…