The MicroISV Show

How does your software make your customers feel - Lou Carbone - Experience Engineering

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Description

Does your software make you feel more or less empowered?  Do you want to throw a party for your favorite software company or throw a brick at your screen?  What emotional reaction your customers have to your application is huge, especially for the MicroISV.

Lou Carbone, founder and CEO of Experience Engineering (www.experienceengineering.com) has been leading the experience management revolution for more than 20 years. His writings on the subject have appeared since 1994. His 2004 best seller, "Clued In, How to Keep Customers Coming Back Again & Again", is in its seventh printing, and is a must read for MicroISVs.

In this episode, Michael Lehman and Bob Walsh talk with Lou and explore how important experience is in the development and marketing of your MicroISV application on the desktop and on your website.

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    The Discussion

    • Rany
             It makes me really happy to see my customers satisfied. However, it is a disaster, and trust-destroying, if one of my customers finds a grammar error in any text I was responsible for editing.
      How does your software makes you feel?
      Let me guess. It should be something like: How does your software make you feel?
      Thank you!
    • Michael Lehman
      Rany,

      Thanks for catching that!  I got it right on the slide (picture) but not in the headline.  It is now fixed.
    • JohnAskew
      Emotional attachment is the key!

      Feeling is actually a rational function, the complementary opposite of Thinking. That is the reason we return to our favorite product, we feel good and identify with it.

      Sensation of a product exceeding expectations is what is irrational, and what is most important. It cannot be readily predicted, so we illicit feedback from testers about their emotional experience using the software (yet more irrationality). Rinse, repeat. 

      Add this to my permanent memory, I will.

      Thank you, Lou Carbone.

      You are very clear.


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