Damaged Joy: Fixing Digital Experience

by Taz Lake

Overview

Digital Transformation? But are you doing what is right for your customers?

Customers want their service with minimal interruption to their daily lives. Despite your strategy, they know your company at the operational level.

And your company is just the worst.

Doing the basics right for digital initiatives becomes more difficult as complexity increases, especially where web technology is involved. Fixes and improvements are par for the course. Yet many companies are still surprised by this reality. The value of plentiful monitoring, continuous improvements, automation and operational effectiveness cannot be overstated, especially in the new world of digital. Your customers care and so should you.

They are watching. They expect excellence. And you may be damaging their joy.

Product Details

ISBN-13:	9780578477404
Publisher:	Taz Lake
Publication date:	03/25/2019
Sold by:	Barnes & Noble
Format:	eBook
Pages:	158
File size:	5 MB

About the Author

In this instructional memoir, Taz Lake draws on his experience as a self-proclaimed "grumpy webmaster" to weave a perspective of digital and web experiences that spares no one. As a 20+ year technologist, project manager, instructor and entrepreneur, he shares through stories, data and metaphor lessons learned to improve the digital experience. Through a review of metrics and trends, he destroys any perception that digital, web or customer experience excellence happens easily. He also provides a detailed framework and checklists for improving web experiences and increasing customer joy.

Table of Contents

INTRODUCTION 1
HOW WE GOT HERE 3
WHY WE ARE HERE 13
WEB SECURITY AND BRAND TRUST 19
SPEED AND PERFORMANCE 39
MARKETING EFFECTIVENESS 49
QUALITY AND CX 57
ACCESSIBILITY, COMPLIANCE, AND RISK 65
WEB USABILITY, DEVICES, AND CUSTOMER SATISFACTION 73
WEB TECHNOLOGY MANAGEMENT 79
EXAMPLE: PRESIDENTIAL CANDIDATE WEBSITES 91
EXAMPLE: GOVERNMENT WEB SECURITY 99
COMMON MISPERCEPTIONS 103
APPENDIX A - GAINING BUYIN FOR IMPROVEMENT 109
APPENDIX B - CHECKLIST OF WEB IMPROVEMENTS 117
APPENDIX C - NOTES FOR THE SMALL BUSINESS 127
APPENDIX D - WEB DESIGNER PITFALLS 137
AFTERWORD 141

Editorial Reviews

“If you operate in the technology, marketing or customer experience community, you’ll find an enjoyable, knowledge-packed book filled with truths for web technology operations and improvement. The author’s perspective will help elevate your customer experiences and provide a solid baseline for your future efforts in web and digital technologies.”

-Craig Hyde, CEO, Rigor.com

“What if Dirty Harry Callahan was your company’s webmaster? Damaged Joy is a quick read chock full of wisdom and insights on how to avoid doing stupid things with your web presence. Go ahead - act like you want your customers to respect you. Read and heed.”

- Walt Carter, Chief Digital Officer & CIO

“The author shows you how the tools and technologies your business uses today can be a double-edged sword, if you aren’t careful. The digital technologies your business depend upon have an Achilles heel. The author shines a light into these dark places, so you don’t have to. Like Internet sensation Grumpy Cat, he takes a curmudgeon's tour through the web technologies of today, sparing nobody's ego in the process.”

- Jeff Costa, Sr. Product Manager, Web Experience, Akamai

"The author is the real deal. Throughout these pages, he has written practical advice gained from the tough lessons of being in the trenches for the duration of the modern Internet. Web presences are more important and more complicated than ever with security, usability, and financial performance concerns. The stakes are higher than ever. His advice is not a bunch of web fluff, but it’s solid advice applicable to business leaders and young professional developers alike.”

- Frank S. Rietta, Founder and Web Application Security Architect, Rietta, Inc

From the Publisher