I wrote a little while ago about the great disconnect that exists in the mind of a developer versus consumer needs and service.
Recently I researched a lot of developers that sell their services and what it was that they felt was important and departments that have teams of developers. Without an exception I have found that there are still great problems to be worked out.
When I read about the designers and developers, almost all their comments were directed toward their commitment to make great, quality design.
This continually creates a terrible situation in which it is causing many opportunities to create committed customers - to turn into customer frustration. The major problem I outlined was the way a consumer looks at what they want versus what a designer wants to do.
Here is a case study of the banking industry and the problems they are having in getting people to make more and better use of their online banking services.
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According to Change Sciences, a leading technology research company, there are plenty of people attempting to try online banking services, but most will encounter many problems as they attempt to get started.
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The problem is that those who are tech savvy are already using these services, but millions aren’t. The majority of people are waiting until the banks get it together and make it easy enough so that anybody can do it.
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People still encounter many problems in the areas as simple as enrolling, logging in, managing transactions and paying bills.
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The new research, Inside Online Banking: Benchmarks and Best Practices for Increasing Enrollments and Adoption, shows where people are likely to encounter problems when attempting to complete basic activities like enrolling, logging in, managing transactions and paying bills.
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Every time I talk about this, I have hope that this is a problem easily seen and solved, and yet, among these huge banking firms, where money is no object, simple things like these aren’t even seen.
Next post we’ll look at the many shortcomings and how they can be solved.
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» Yahoo - Experiment with its PPC Service from TheAlphaMarketer
The next PPC company we want to consider is Yahoo (previously Overture): a As you probably know, Overture used to be the industry leader in PPC. Now it has been merged with the Yahoo name and refurbished and made... [Read More]
Tracked on: February 9, 2006 12:43 PM | Permalink to Trackback