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Martha talks to Business Now

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A few weeks ago, a local business TV segment, Business Now, re-ran their interview with "business intellectual" Martha Rogers. I missed the first airing in March, and since I had recommended they interview Martha, I really wanted to see it. I caught it this time: short but good. Watch the 3 minute video clip.

I met Martha at BGSU in 1995. I can still remember learning about her first book, The One to One Future, as I was flipping by the other local PBS station late one night in 1994. In 2001, I was fortunate to be able present at the same event as her and relate web usability to her customer strategy.

I have tried to keep up with her other books (all co-authored with Don Peppers), but they crank them out faster than I can read them. Their latest is Return on customer - turning ROI on its head. My goal is to read this before the end of 2005: look for a blog entry here once I do.

I do have 1 nit, however. In her interview, Martha says that the 1to1 book does not mention the World Wide Web because "there wasn't one" in 1993. Yes, it did exist in 1993, and like Jakob, I was trying to figure out how to make it easier to use. Of course, Martha is right that the WWW was not a crucial part of the customer experience back in 1993. But 1to1 and WWW are tied at the hip now, and experience design is the bridge between the WWW technology and the 1to1 strategy.

Comments

Warning - returnoncustomer.com does not work with Firefox (both Mac and PC versions) - most of the links are not clickable. Seems to work OK on IE. I notified them of the problem but have not heard back.