Category Archives: customer

Are Loyalty Programs Helping or Hurting Your Product?

Posted on September 29, 2008 by Johanna Rothman

Mark and I visited his family in the Midwest. We used miles to pay for my ticket. Aside from spending 50,000 miles (is it possible to get a ticket for 25,000 miles? We haven’t in years), it cost $5 for … Continue reading →

Posted in customer | Tagged | 1 Comment

Beyond Bold

Posted on March 21, 2007 by Johanna Rothman

  I’m an assertive, bold, blunt, and direct person. I try to live within the bureaucracies I encounter, but I don’t always succeed. I’m at SD West this week, where I did a half-day tutorial Monday and am presenting two … Continue reading →

Posted in customer, requirements | Tagged , | 7 Comments

Tirade on Stupid User Interfaces

Posted on January 24, 2005 by Johanna Rothman

  I have several accounts with a credit card company: two cards and a merchant account. They don’t want the expense of printing monthly statements for the merchant account, so they sent me a letter to enroll my merchant account … Continue reading →

Posted in customer, defect | Tagged | 4 Comments