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Strategy

Sarah Worsham / Apr 9, 2009

The Recession as an Opportunity to Change Business as Usual

cubicleswebg33kThere’s no doubt about it – this recession has impacted almost every one of us.  But some of the changes to how business is being done have been in the works for awhile.  The recession has brought many of them to light and increased their impact.  Companies who take the opportunity to change how they do business will come out of this downturn with a bright future.

Let’s take a look at Cisco – they’ve taken the opportunity to innovate and make strategic decisions during each of the past recessions which have brought them out stronger than before.

Over the past seven years, we have nurtured a [management approach based on] collaboration and teamwork using networked Web 2.0 technologies, which we feel will be the business model for 21st-century leaders. It has allowed us to enter two dozen [new] markets, that is now at 28—I just added two more yesterday….

I do believe very strongly that while this is the most challenging time in our careers, as business leaders, customers, and as countries, it also offers potentially the most opportunity. When you face challenges of this magnitude, with the tremendous disruption it creates for businesses, for jobs, for families, you get a willingness [from people] to change with speed you do not get in normal times. So out of this tremendous pain as a country and as a world, I believe we should focus on tremendous gain. – At Cisco, ‘Downturn’ Screams Long-Term Opportunity – BusinessWeek

Cisco has changed business as usual – now they collaborate with their customers to innovate and enter new markets – and all employees are encouraged to bring their ideas to the table instead of waiting for top-down decisions.

How can you change business as usual?

(photo by webg33k @ Flickr CC)

Technorati tags: economy, recession, collaboration, co-creation, business, marketing

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Sarah Worsham / Apr 3, 2009

16 Quick & Easy Ways to Increase Usability On Your Business Website

usabilitysantaroseoldskoolUsability is the science of making things easier to use.  Usability is especially important to websites since visitors can easily and quickly go somewhere else.  Try these tips to make your website easier to use and help your visitors find what they’re looking for.

  1. Search in the upper right – Especially for large sites, make it as easy as possible for visitors to find what they’re looking for.
  2. Consistent menus – generally on the left or top of the site. Visitors should be able to navigate wherever they want and get a feel for the site structure.
  3. Include a home link – Visitors may want to get back to the homepage easily.
  4. Contact page – with a business phone, address and email.  It increases your reputation and makes it easy for potential customers to get in contact with you.
  5. Sized to fit – Fit into the minimum standards screen resolution of 1028×768 without scrolling horizontally.
  6. Easy to read – Use text colors with good contrast, size and easy to read fonts.
  7. One layout – If your site has a consistent layout throughout, it will make it easier for visitors to navigate and find information.
  8. Pleasing to the eye – Color scheme is important to your professional image and makes it easier to visitors to understand what you do, as well as navigate your site.
  9. Use white space – Don’t bunch things up.  People need white space in order to scan and read your site.
  10. Speak normally – Overly technical text or too much hype makes reading difficult.
  11. Use bullet points and lists – when feasible to make it easy for visitors to scan your content.
  12. Move forward to the right – Submit, next, go, etc. buttons should always be on the right, cancel buttons on the left.
  13. Use Flash, rich media, video, audio, etc. sparingly – If you have a video page, great, but your whole site shouldn’t be in rich media or people without the plugins, on mobile devices, or using text browsers will not be able to see your content.  Audio, Video, Flash and rich media should preferrably not play without the visitor clicking a button.
  14. Restrain movement – Animation, flashing and movement make it difficult for people to read and scan your website.  Use for relevant informational purposes, not just as a gimmick or ad.
  15. Limit advertising – We all understand that advertising has a place and a purpose.  If you choose to include advertising, keep it relevant, limit it to specific spots on your site, limit then number of ads and mark them clearly as advertising.
  16. Include a Sitemap – Sometimes it’s just easier to see a list of all the pages on a website.  This helps search engines find all your content as well.

Do you have other tips to increase usability?  We’d love to hear them in the comments…

(photo by SantaRosa OLD SKOOL @ Flickr CC)

Technorati tags: customer experience, customer-centric, experience centric, business, usability, design

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Sarah Worsham / Apr 2, 2009

Why Customer Satisfaction is the New Marketing ROI

No one is certain why business valuations keep climbing above assets, but there is a good hypothesis. The theory is that businesses are realizing an increasing level of value from intangibles—things that help a company create value, but that don’t show up on the balance sheet. Identifying those intangibles so they can be modeled, measured and optimized is a powerful market driver that is sending managers scrambling into every corner of business operations. – Christopher Kenton – What’s Really Behind The Drive Towards Metrics

satisfactionandrecharlandThanks to the Internet and social networking, customers have more input than ever before into a company’s intangible valuation.  Marketing and brand management are no longer done in a vacuum with a company broadcasting how it thinks customers should feel about its products.  Customers are talking directly to each other about companies and products.  Word of mouth marketing is trusted much more than anything a company says about itself.  Therefore, how customers feel about a company (customer satisfaction) is an important measure of a company’s intangible valuation.

Luckily, increasing customer satisfaction usually has a direct effect of increasing sales and profitability. When customers have a good experience, they will share that experience with others who trust their judgement.  They are also more likely to purchase from the company again.  And vice-versa for poor experiences.  Successful marketing strategies take into account the customer experience and satisfaction to create long-term gains for the company.

(photo by Andre Charland @ Flickr CC)

Technorati tags: customer experience, customer-centric, experience centric, business, strategy, marketing

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About Sazbean


Sarah Worsham (Sazbean) is a Webgrrl = Solution Architect + Product Management (Computer Engineer * Geek * Digital Strategist)^MBA. All views are her own.

Business + Technical Product Management

My sweet spot is at the intersection between technology and business. I love to manage and develop products, market them, and deep dive into technical issues when needed. Leveraging strategic and creative thinking to problem solving is when I thrive. I have developed and marketed products for a variety of industries and companies, including manufacturing, eCommerce, retail, software, publishing, media, law, accounting, medical, construction, & marketing.

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