How do you bridge the gap between the search engine and your site? You want that transition to be as smooth and natural for your users as possible. Ideally, they would start with their search, arrive at your site and accomplish what they set out to. Often times, it doesn’t work out that easily. Shari Thurow offers techniques and tricks to satisfy the goals of your users.

“We learned that it was all about getting the basics right,” the product manager told me, having just come back from a tour of observing multiple customers. “We can invest in all the nifty new features we want, but if we don’t get the product’s basic features to work right, our users don’t care.” This [...]

One of the benefits of creating your own conferences is the ability to choose from a wide variety of industry experts. We’re pretty picky on who gets to speak. I’ve attended hundreds of conferences scoping out speakers who delight the audience while providing invaluable content. Then, I consider if they are the right fit for [...]

While attending the User Friendly Conference in Shanghai, China this year, we stayed at the Hau Ting Hotel. During one of the meals there, they handed us this card to rate their service. Now, the translation issues of Chinglish aside, this card points out problems common with measuring satisfaction. The first has to do with [...]