There’s an adage that “if you can’t measure it, you can’t manage it,” and all of us that are in the business of managing or running things pretty much live by that.
But, how to do you measure something as squishy and ephemeral as an “experience”? And, what experiences are worth managing? At Cisco, we’ve taken a very focused approach to managing the online experience you have in web, mobile and our social media: We focus on customers’ and partners’ top tasks and missions with us, and then we measure relentlessly the success, failure and satisfaction on those. This allows us to reduce complex experiences to a set of trackable numbers that we can manage. We take this approach on big things, like the experience of getting support answers online. In fact, usability guru Gerry McGovern explains this approach to “Top Task Management” in a recent article featuring Cisco’s Bill Skeet. And we also take the “manage the experience approach” on little things — those simple but important tasks that people do with us every day. Read More »
Tags: design, digital experience, usability
Cisco.com has been featured by industry research firm ByteLevel Research as “Best Global Enterprise Technology Website” in their latest ‘Global By Design” installment focusing on globalization web practices in tech B2B.
ByteLevel Research is the author of the annual Globalization Digital Scorecard, where Cisco.com was ranked #4 worldwide in 2013 among such peers as Adobe, GE, HP, Microsoft, Intel, EMC, etc. Cisco has consistently ranked in the top 5 since 2007. The scorecard also takes an in-depth look at best practices and trends in digital globalization within specific industries: Web services and eCommerce; Enterprise Technology; Consumer Technology; Travel Services; Automotive, etc. Cisco is featured as leader of the Enterprise Technology category where it gets top marks from the analyst among the following companies:
- Cisco Systems
- Texas Instruments
The analyst praises in particular the number of languages supported (40, not including English) ahead of many other sites; and the high-level of consistency of presentation across these local implementations, while being “flexible enough to support local content and promotions.” The analyst also notes that “Cisco leads the sector in its support for locally relevant social networks”, showing as an example social media aggregation pages on cisco.com in the US and Korea.
Kudos to the fantastic work done by our fabulous virtual team across organizational lines and geographies, who pretty much never sleep and yet somehow manage to look bright eyed and bushy tailed night or day when I see them.
You can read the full ByteLevel Research article online.
Tags: digital experience, global, user experience