Comments on: Sour service http://www.nnyman.com/personal/2006/08/14/sour-service/ Niko Nyman's blog on shifting topics. Mon, 01 Dec 2008 19:22:32 +0000 http://wordpress.org/?v=2.6 By: Niko http://www.nnyman.com/personal/2006/08/14/sour-service/#comment-2934 Niko Wed, 16 Aug 2006 15:42:45 +0000 http://www.nnyman.com/personal/2006/08/14/sour-service/#comment-2934 <p>I think user experience is completely subjective, and therefore yes, the cultural differences apply. Designing experiences is hard to start with, but even harder taking into account the cases of creating an experience for someone whose culture is foreign to you; eg. servicing a foreign customer. Salla has a few great anecdotes about the difficulty and differences in serving for example Chinese shoe buyers... and it's definitely not only the language barrier.</p> <p>It is an interesting point that there is a (non-) resolution point in every customer transaction and many ways to get there. Sometimes the way to the bad experience is shorter, eg. when the customer rep just gives up without actually trying to solve the problem. But often the way to the good experience would be shorter, and failing that the customer representative or other "experience provider" (a website, maybe) only prolongs and increases the pain of acquiring a bad experience. Resulting in xtra-bad-xperience. ;)</p> I think user experience is completely subjective, and therefore yes, the cultural differences apply. Designing experiences is hard to start with, but even harder taking into account the cases of creating an experience for someone whose culture is foreign to you; eg. servicing a foreign customer. Salla has a few great anecdotes about the difficulty and differences in serving for example Chinese shoe buyers… and it’s definitely not only the language barrier.

It is an interesting point that there is a (non-) resolution point in every customer transaction and many ways to get there. Sometimes the way to the bad experience is shorter, eg. when the customer rep just gives up without actually trying to solve the problem. But often the way to the good experience would be shorter, and failing that the customer representative or other “experience provider” (a website, maybe) only prolongs and increases the pain of acquiring a bad experience. Resulting in xtra-bad-xperience. ;)

]]> By: Juansi http://www.nnyman.com/personal/2006/08/14/sour-service/#comment-2931 Juansi Wed, 16 Aug 2006 11:21:47 +0000 http://www.nnyman.com/personal/2006/08/14/sour-service/#comment-2931 <p>What about the cultural differences?</p> <p>Don't you think that the way of living has big influence on what people label as good or bad customer experience?</p> <p>There is indeed a final point in any customer experience and it is always the same one: the customer neccesities are satisfied (or not). But on the way to reach that point there are many different ways to get there, and I think that it is the choice of those ways what decides how satisfying can be the experience.</p> <p>This choice is of course mainly decided by the cultural customs.</p> <p>Customers have different neccesities depending where they are from and most of the times when being away from their natural environment they will have big possibilities of having bad experiences.</p> <p>Should be create an universal customer cultural?</p> <p>Could that be possible?...</p> <p>... I am afraid not at the moment.</p> What about the cultural differences?

Don’t you think that the way of living has big influence on what people label as good or bad customer experience?

There is indeed a final point in any customer experience and it is always the same one: the customer neccesities are satisfied (or not). But on the way to reach that point there are many different ways to get there, and I think that it is the choice of those ways what decides how satisfying can be the experience.

This choice is of course mainly decided by the cultural customs.

Customers have different neccesities depending where they are from and most of the times when being away from their natural environment they will have big possibilities of having bad experiences.

Should be create an universal customer cultural?

Could that be possible?…

… I am afraid not at the moment.

]]> By: /personal » Blog Archive » Impressing the average users http://www.nnyman.com/personal/2006/08/14/sour-service/#comment-2901 /personal » Blog Archive » Impressing the average users Tue, 15 Aug 2006 05:57:18 +0000 http://www.nnyman.com/personal/2006/08/14/sour-service/#comment-2901 <p>[...] Yesterday I wrote that only the user experiences far from average are remembered. You know what’s worse for us designer types? We keep staring at our navels and forgetting that for the average users the edges are even further. [...]</p> [...] Yesterday I wrote that only the user experiences far from average are remembered. You know what’s worse for us designer types? We keep staring at our navels and forgetting that for the average users the edges are even further. [...]

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