Thursday, January 10, 2019

Focus on External AND Internal Systems for E-Commerce Success

Many E-commerce companies focus attention on the design of the customer experience, and the user interfaces that customers use. But the best ones also focus on the employee experience and the design of user interfaces that their employees use when servicing customers.

This is important because I have seen many incidents where the customer experience was affected because employees trying to provide customer support where hamstrung by poorly designed and functioning internal systems.