Congratulations to Canwest for having the foresight to get Teehan Lax to do the new driving.ca. If you haven’t had a chance to see the site yet, you really should…
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Jason Fried from 37signals “points out”:http://37signals.com/svn/archives2/six_apart_does_their_customers_right.php a really fantastic approach to dealing with service problems.
Last month blogging ASP “TypePad”:http://www.typepad.com/ had some service issues where the growth of the service made access to some blogs very slow. There was widespread criticism of the service at the time and it seems that “Six Apart”:http://www.sixapart.com has not only resolved to make things right they’ve given us a great new approach to providing customers with recourse.
While the conference was a couple weeks ago, the information is still very fresh and (slowly) making its way from my notebook to your screen. The presentation by Bryan Eisenberg of FutureNow (also a ClickZ columnist) focused on site conversion and how we need to look at the whole encounter a visitor has with our website, as each click they make is a micro-conversion to the final action we wish them to take, be it to purchase, subscribe, download, request sales follow-up, etc. The way to make it happen is with Personas.
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