The Useful-Usable-Desirable Model The Experience Hierarchy of Needs is developed in the style of Malow’s Hierarchy of Needs. Maslow’s hierarchy begins with basic human needs for survival like food, shelter, safety and security. After basic Read more…
It seems like just the other day when Jeff Bezos quit his Wall Street job and drove across the US (PDF) searching for the perfect garage from which to start his online book selling venture. In the Seattle suburbs Amazon.com was born. It didn’t take long until Bezos was certain that Amazon.com would sell everything online. (more…)
Research firm C. E. Unterberg, Towbin surveyed 200 Financial Services firms and concluded that most did poorly in online Customer Service. They added that, “save the online trading companies, most financial services firms have not been compelled to improve or enhance online customer service offerings. (more…)
Nicholas G. Carr writes, “The essential beauty of the Internet - its openness - is also its essential flaw as a platform for business. Companies achieve profits by erecting barriers around markets, locking customers in and keeping competitors out. But since the Internet was designed for communication rather than commerce, its structure frustrates attempts to raise barriers. (more…)