Author: David Kay
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Technology Should Enable, Not Enforce
We spend a lot of time—an inordinate amount of time—talking with people about how to lock down permissions inside of knowledge management tools. How to make sure Contributors can’t publish. How to make sure Candidates can’t edit or approve. How to make sure Readers can’t write. It goes on and on. Why? Why this fixation…
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Reflections on Collective Wisdom on the Occasion of its Release as an Ebook
in ResourcesIn 2006, my industry colleague Francoise Tourniaire and I wrote a book called Collective Wisdom: Transforming Support With Knowledge. At the time, we billed it as the first book on knowledge management for the support industry; as time passes, I think it’s increasingly safe to call it the only book on KM for support… By…
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The Disconnect (Video)
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, we’ve been working on a video, The Disconnect, which we’re premiering at the bottom of this post. I hope the video speaks for itself (and…
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Lowering the Cost of Failure
Yesterday, as I was driving near DB Kay & Associates “World Headquarters” in Santa Cruz, I noticed a home-painted smart car. I wasn’t quick enough with my camera to take a picture, but it looked kind of like this. Pretty cool, right? Kind of fun? I actually imagined a family afternoon with paint brushes or…
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How To Map Your Customer Experience Journeys
Recently, we made the case for mapping your customer experience. So, how do you do it? If you can get the right people in the room, it’s surprisingly easy. Here’s the drill. Get Ready Map Analyze Done! As with usability testing or customer surveying, the process isn’t all that difficult, but actually taking action requires commitment. …
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Feedback: Style Matters! Allscripts Does It Right
Reports are boring. Can we all agree on this? Sure, reports may contain interesting information. But there’s something deeply stultifying about the actual presentation of the data in commercial reporting packages. With apologies to my friends at business intelligence vendors, it’s almost as though the designers had set out to create bad “before” examples for…
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Map your Customer Experience…and Surprise Yourself!
“O wad some Pow’r the giftie gie usTo see oursels as ithers see us!”Robert Burns Seeing ourselves as others see us is a gift. And Customer Experience Mapping gives us all the power to do it! All it takes it stepping away from your desks for a while—and some empathetic imagination. Our workdays are consumed…
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Great Customer Experiences
It’s been an atypically long break between blog posts. (Some might call it a welcome respite.) Lots of work travel, and we’re just back from a lovely vacation in Spain. Thanks for your patience. Support ultimately owns the post-sales customer experience, and has tremendous influence on the pre-sales experience, too. (I think it’s not a…
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What Do We Do About All Of These Myths?
Goodness me, listen to me go on about these metric myths. If you’ve made it this far, you can be forgiven for asking, “That’s all fine, but what do I do about it?” Metrics exist in a context, and that context isn’t going to change itself just because some consultant writes a few blog posts. …