Sunday, 11 March 2012

If Apple did loyalty...

Grand canyon leap

I was updating one of my Blackberry phone apps this week - something I'd been putting off for a while as I know from experience what a chore this can be.

Having managed to login, navigate the cumbersome menus and download the application, I was then prompted to re-boot my phone.  After what felt like 5 minutes, but was probably closer to 2, my phone was rebooted and I was finally back in with my updated application.

I could say I've been spoilt with my Apple devices.  Their app store just works.  It's not the most beautiful application in the world, but it certainly sets the standard currently for how it should work.  It also doesn't need a reboot after it's installed an update, which is why I'm updating numerous apps daily.

This difference all comes down to the user experience.

I'm reading the Steve Jobs biographyat the moment and this is one of the things that becomes immediately apparent - he cared about the user experience.  He may not have expressed it particularly well in dealing with staff, but he certainly knew what was right and wrong (most of the time).

In one part of the book it discusses how he was disappointed with the boot time of the Macintosh.  The engineer was initially reluctant to commit to being able to reduce it.  Jobs asked him if he would be able to shave 10 seconds of it if someones life depended on it - the engineer suggested he might be able to do it with that kind of thing at stake.   Jobs then went on to say:-

Well, let's say you can shave 10 seconds off of the boot time. Multiply that by five million users and thats 50 million seconds, every single day. Over a year, that's probably dozens of lifetimes. So if you make it boot ten seconds faster, you've saved a dozen lives. That's really worth it, don't you think?"

It may not really have been life or death, but every user was thankful for the 28 seconds they ultimately saved as users today are also thankful for the "instant on gratification" offered by it's eventual successor, the MacBook Air.

User experience is a crucial aspect of all design - loyalty programmes included.  However it is also one of the things that can tend to get lost in the rush to actually deliver.

The integration is fastidiously planned, making sure all the systems connect.  The best hosting environments are sourced, making sure that data is protected and systems resilient.  The right rewards and communications plans are devised to encourage mutually beneficial behaviours.

However if the user experience sucks then despite all that hard work, customers may fall by the wayside.

As an example, I've recently tried to collect retrospective earnings on a frequent guest and a frequent flyer programme.  Either because I hadn't taken my card or hadn't logged it at the time of booking I needed re-claim my points/miles.  This is where the user experience started to break down.

Both un-releated programmes required me to send correspondence to a designated address with my proof of purchase.  Correspondence is a quaint word and it's also a quaint concept.  Really?  You want me to write a letter, put it in an envelope and send it to an international address - just to claim loyalty miles.

Ok, so one of them also provided an electronic version - I could fax it.  Now, I'm old enough to remember faxes becoming mainstream communication devices - but I'm also old enough to know they are dead.  Sure we still have some dotted around for some reason, but it's not for everyday communication.  However, I did try faxing it - twice.  Nothing.

Eventually I phoned up the frequent guest programme who i'd been collecting with for a while and established that they did indeed have an email address (unpublished) which I could send a scan to.  One web browse, two faxes, one phone call and one email later I have my points.

This gap between my intention (to claim my points) and the allowable actions (the tools provided to claim) is defined as the "Gulf of Execution" by user experience pioneer, Donald Norman and is the same problem that prevents people from using their microwave or programming their PVR.   In describing the gulf of execution, Wikipedia states:-

Usability has as one of its primary goals to reduce this gap by removing roadblocks and steps that cause extra thinking and actions that distract the user's attention from the task intended, thereby preventing the flow of his or her work, and decreasing the chance of successful completion of the task

The chance of successful completion of the task and on who/how many complete it will ultimately depend on the balance between the strength of intention and the size of the gulf.

In the case of the frequent guest programme, my invested interest in the programme meant i'd try harder to finish my intention of claiming miles.  However, the frequent flyer programme didn't fare so well.  I'd only just joined and so had no invested interest in it and so no reason to waste my time.  In fact, it was worse than that - it wasn't that I didn't earn the points, it actually felt like i'd had them taken away.  This resulted in not just "better luck next time" but "there won't be a next time", I'll just fly with someone else.

Whether it's how members login, how they redeem for rewards or how they claim for missing points, the user experience is a key aspect for any loyalty programme.

A faster starting computer, downloading app or easier retro claim may not actually save lives, but as Apple continues to demonstrate it could certainly help to save customers and that is the whole point after all.


柯云 said...

jordan retro 11
michael kors outlet
true religion jeans
nike running shoes for men
michael kors outlet
michael kors outlet
coach factory outlet
air jordan femme
michael kors purses
coach outlet online
gucci handbags
oakley sunglasses
the north face jackets
polo ralph lauren
christian louboutin shoes
michael kors outlet online
ray ban sunglasses uk
adidas factory outlet
kate spade handbags
tiffany & co
ray bans
adidas originals
michael kors outlet
ray ban sunglasses outlet
louis vuitton outlet
coach factory outlet online
cheap toms shoes
michael kors outlet
air jordan shoes
cheap ray ban sunglasses
michael kors outlet
coach outlet
ralph lauren outlet
louis vuitton bags
burberry sale
toms outlet
louis vuitton outlet stores

xumeiqing said...

michael kors outlet online
air jordan uk
coach outlet online
stephen curry shoes
michael kors handbags outlet
fitflops sale clearance
ray ban sunglasses
prada outlet store
yeezy boost 350 balck
timberland outlet
louis vuitton outlet
louis vuitton factory outlet
cheap oakley sunglasses
michael kors outlet clearance
michael kors outlet clearance
air jordans
oakley sunglasses
louis vuitton outlet
nike huarache white
asics outlet
valentino shoes
nike roshe run women
michael kors outlet online
bottega veneta handbags
lacoste shoes
cheap jordans
true religion
kate spade outlet
ralph lauren pas cher
pandora charms
jordan shoes
kate spade outlet
reebok pump
converse uk

Unknown said...

ralph lauren outlet
tiffany jewellery
true religion jeans outlet
calvin klein outlet
christian louboutin outlet
ugg outlet
christian louboutin online
reebok shoes
true religion outlet uk
hollister shirts
nike roshe run
chrome hearts eyewear
rolex watches for sale
ralph lauren uk
gucci sunglasses uk
fitflops outlet
pandora outlet
iphone case uk
swarovski crystal
nike air max 90
longchamp outlet
cheap nhl jerseys
beats by dre
nike air huarache
air max 90
beats by dre
dior outlet
michael kors outlet online store
coach outlet online
coach outlet online
michael kors handbags
louboutin pas cher
basketball shoes,basketball sneakers,lebron james shoes,sports shoes,kobe bryant shoes,kobe sneakers,nike basketball shoes,running shoes,mens sport shoes,nike shoes

Unknown said...

oakley sunglasses wholesale
celine handbags
jordan 8
coach outlet store online clearances
kate spade
michael kors outlet clearance
louis vuitton handbags
kate spade outlet
kevin durant shoes
toms shoes
kate spade
hermes birkin bag
oakley outlet
christian louboutin
ralph lauren uk
louis vuitton outlet
cheap rolex watches
louis vuitton outlet
ray ban sunglasses outlet
ray ban sunglasses
michael kors handbags
tiffany outlet
adidas yeezy
michael kors handbags
coach outlet store online
ralph lauren outlet
coach outlet
true religion outlet
hollister clothing
nike outlet
nike basketball shoes
adidas trainers
jordan shoes
coach outlet
michael kors outlet
gucci outlet
christian louboutin outlet
toms outlet
polo ralph lauren outlet

دريم هاوس said...

شركة نقل اثاث بالرياض  نقل عفش بتعتبر أعمال نقل العفش من أهم الأعمال على الاطلاق ؛فالكثير من الأفراد يحتاجون الى القيام بأعمال النقل المميزة لحمايه كافه أجزاء الاثاث من التعرض للتكسير أو الخدوش وغيرها من الأمور الأخرى ؛لذلك نحن شركة نقل عفش بالرياض التى تعتمد على أفضل العاملين المتخصصين وأفضل الأساليب الحديثة للقيام بنقل جميع أجزاء الاثاث سواء غرف النوم والسفر والصالونات وغيرها من الأدوات المكتبية والأدوات الخاصه بالأمور الفندقية وغيرها من أجزاء الاثاث التى تتعلق بالشقق والقصور والفلل وجميع الأمور الأخرى .

تتخصص الشركة فى أعمال نقل الأجهزة الكهربية وغيرها من الأمور الأخرى التى تتعلق بالمطابخ وغيرها من الأمور الأخرى ؛فقط نحن شركة نقل عفش بالرياض التى تعتمد على أفضل الأساليب الحديثة والطرق المميزة للقيام بأعمال نقل العفش .… اقرأ المزيد

المصدر: شركة نقل اثاث بالرياض

شركة كشف تسربات المياه بالرياض علامات الاستدلال على التسربات المائية بالرياض ؟
هناك عدة علامات بارزة تدل على تعرض المواسير المائية للعديد من التسربات الخطيرة :
1-تعرض الحوائط والأسقف للتسربات المائية وسقوطها على الأرضيات .

2-ارتفاع فواتير الاستهلاك المائية عن المعدلات الطبيعيه .

3-تعرض الحوائط للعديد من التشققات والتصدعات نتيجو رشح مياه المواسير على الجوانب المنزليه المختلفه .

4-تعرض الدهانات للعديد من القشور والتلفيات والسقوط مما يشوه من المظهر الخارجى للأرضيات .

5-تعرض الأرضيات من سيراميك وبلاط وباركيه للعديد من المخاطر والتلفيات نتيجة تساقط المياه على الأرضيات .

كيفيه القيام بكشف التسربات المائية بالرياض ؟
تعتمد شركة اصلاح تسربات المياه على مجموعه من الطرق الحديثة والمعدات والأجهزة المميزة للقيام بأعمال كشف التسربات المائية ومن أبرز الأمور :

1-الاعتماد على أجهزة الكورليشين
تتمكن كشف تسربات المياه بالرياض من الاعتماد على أفضل الأجهزة الحديثة وخاصه أجهزة الكورليشين التى تتمكن من الكشف عن التسربات المائية وتأثيراتها السلبيه الخطيرة .

2-الاعتماد على أجهزة التحسس الأرضية
لا يمكن للأذن البشرية معظم الوقت التعرف على أماكن التسربات المائية وتحديدها بشكل كبير ؛لذلك يمكن الاعتماد على أجهزة الاستماع الأرضية التى تصدر مجموعه من الذبذبات التى تتمكن من التعرف على أماكن التسربات المائية .

3-الاعتماد على أجهزة الايكوفون
تتمكن الشركة من الاعتماد على أفضل الأجهزة الالكترونية الحديثة وخاصه أجهزة الايكوفون التى تطلق مجموعه من القراءات العلمية البحته ؛تلك الأجهزة تتتمكن من الكشف عن التسربات المائية سريعا ؛وخاصه التسربات المتواجدة فى الأماكن المختفيه وخاصه الأماكن التى تتواجد خلف المغاسل أو الأحواض ؛وتصل معدلات الدقة بهذه الأجهزة الى 96 % وهى نسبة كبيرة مقارنة بالنسب الأخرى التى تصدرها الأجهزة الأخرى .

4-الاعتماد على الأجهزة الالكترونية
تعتمد شركة اصلاح تسربات المياه على مجموعه من الأجهزة الحديثة التى تصدر مجموعه من الذبذبات والاشارات التى تتعرف على أماكن التسربات المائية وتساعد على معالجتها سريعا والتخلص منها .

خطوات الكشف عن التسربات المائية
تتمكن شركة اصلاح تسربات المياه من الاعتماد على أفضل أجهزة التسربات المائية وبالقيام بالخطوات الأتيه :

1-يتم فحص المكان جيدا والكشف عن البدرومات وعزل الأسطح وحمامات السباحة وغيرها من الأمور الأخرى .

2-فحص جدران المنازل وفحص نبضات التسربات المائية عبر مجموعه من أحدث الأساليب .

3-امكانيه الكشف عن التسربات المائية دون القيام بأى أعمال تكسير ؛واذا تم القيام بأى أعمال كسر أو تلفيات يتم معالجتها دون التسبب فى ترك أى شروخ بالمكان .… اقرأ المزيد

المصدر: شركة كشف تسربات المياه بالرياض

iopo96lv2u said...

This part is all these hanging video video games, which can be discovered on numerous gadgets and have fairly a couple of of} betting options. The state handed laws in early 2020 to allow sports activities playing at tribal casinos in-state. The state doesn't enable for 빅카지노 mobile/online wagering.All betting on in-state collegiate video games and occasions, together with participant prop bets, is prohibited. All betting on in-state collegiate video games and occasions, together with participant prop bets, is prohibited. Super Slots is offering new players one of the biggest crypto on line casino bonuses going today. When funding your account using crypto, enter the bonus code CRYPTO400 for a mammoth 400% deposit match a lot as} $4,000.