Thu.Oct 27, 2016

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Your World is Full of Placebo Buttons (and That’s a Good Thing)

Nir Eyal

All products and services, everything we buy and use, have but one job—to modulate our mood. The fundamental reason we use technology of all sorts, from stone tools to the latest iPhone, is to make us feel better. To prove the point, consider how perception of relief is tantamount to actual relief. Consider the so-called placebo […]. The post Your World is Full of Placebo Buttons (and That’s a Good Thing) appeared first on Nir and Far.

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Putting the “Help” Back into Helpdesk

TSIA

A few years back, while facilitating a workshop for a CNC machine builder, it became apparent why the “Helpdesk” was losing respect within their organization. Their team consisted of 12 experienced technicians, who referred to themselves simply as “The Desk" They had collectively removed the word “Help" from their name and were daily demonstrating negative behaviors, such as delayed assistance, growing impatience, and a general disregard for internal customers.

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How aligning product and marketing teams improves customer experience

Mind the Product

It wasn’t too long ago that designers and developers were disciples of strictly separate crafts – but today, someone who can do both well is quickly labelled a “unicorn”, and sought after by many a unicorn-thirsty start-up. I believe the same synthesis of skill sets is occurring between marketers and product managers, but all too often, they’re treated organisationally as separate disciplines, broken up into siloed teams.