Monthly Archives: February 2011

Groupon’s Great Super Bowl Gaffe

One of the things I preach about the web usability is that you should never have to train someone to
use your website. But this simple rule of thumb can cross over into most things. Chefs shouldn’t
have to explain to you how to eat the food they create. No one has to tell you how to sit in a chair
(unless you’re a toddler, but that’s a different story). You also shouldn’t create an ad that you
have to explain for people to get it.

If only Groupon on it. Not only did they bite it on Super Bowl Sunday, but days later, despite
criticism, they are still re-airing the same mess of crap that they took such criticism for days
earlier without any edits. So they asked for it: yet another blog post about how much their ads
suck. Continue reading

Posted in Marketing, Media | Tagged , , , | 1 Comment

6 Ways to Get Customers Talking

There are times when guesswork is good, I suppose. As a general rule, I tend to favor the facts. I like data. Hunger for it. I like to observe shoppers in a store and see how they interact with the product. I like to listen in as people respond to a brand online. It’s normally much more insightful than my imagination. There are things that we think we know that are pretty spot on, but you’d be surprised what you can learn if you open up the lines of communications to your customers and potential customers.

To get started, here are some ideas about how to get more customer feedback. In exchange, you’ll gain more insights, get more ideas, and help your business (or your client’s business) thrive.

Comment cards. This may seem old school, but people do fill these out. If you have a physical location, you can set these out where someone can find them easily. Make them easy to fill out and easy to drop off.
Enhance comment cards with QR codes. If someone can scan your QR code, fill out the information from a smart phone and have a fun interaction while helping you out, all the better. This format isn’t great for lengthy responses, so let them check boxes and offer up some short comment if they choose. Continue reading

Posted in Management, Marketing, Web & Tech | Tagged , , , , , | 1 Comment