Ask yourself this question: which website, app or system feels like it was really designed and made for someone like you? Something that understands your needs, your tasks, your priorities — and meets or exceeds your expectations? Go ahead, I’ll wait. It’s hard to think of one, isn’t it? It’s harder to think of many. More often what springs to mind are all the sites, apps and services that have caused frustration.
Given the generally awful experiences customers have with so many sites, apps, systems, agents, locations and more, how can we get back to making better strategic decisions about product and service direction?