When you come to think of it web2.0 was about rich Internet applications, using platforms like Ajax. Flash and Siverlight. rich in the sense that they could function and animate as well as desktop applications. But web2.0 didn’t necessarily mean that you had a rich user experience. An example is Facebook here is a nice web2.0 application but it still lacked user experience, it was somewhat cumbersome in how I interact with parts of the web site( or web application). 

Rich User Experience is what keeps the user engage. Engaging the user and keeping them engaged is a complex thing to so. Giving In you face content or the BAM! factor will cause some people to engage but not all users will respond the same way. I don’t believe that Rich User Experience has to always be something that is flashy or slick, It measured by the user time on your web site plus the re visiting of the user.

I believe that one can achieve this by building intelligent sites that offer a passive guidance to the user as he/she navigates the web site. Amazon has been doing this for years and are a good example. How good is a web site that I don’t engage with frequently.

So this weekend was my brothers graduation and all the family came over big party the whole 9 yards. I was having a conversation with my cousin in law who is a dentist and the subject of humility in ones field came into play.

How the Customer (or Patient) would rather feel the sense that you are going to make things ok and get it done, but at the same time treating them as an equal or better yet a person. Not just someone’s that going to write you a check.

I think sometimes we loose the human interaction between both parties. For example here a situation that happen to me.

My DSL was acting up so I called tech support, person on the other end walks me through steps that they are reading off the screen. We thought the issue was resolved and i was giving a ticket. 30 min’s later my DSL goes down again, I call back and give them the ticket number and they proceed to walk me through the same step, even though I told the guy and he knew I had been through this wasting both our times. If i wanted that kind of service… i would have much rather preferred an automated system, at least an you known that the automated system doesn’t think and cant expect to much from it. And so now next time I call back I’m going to be a little negative about them helping me.

And thats the important part making the customer feel like you really tried to help them not that there just an Item in Queue…even if they are just an item in queue.
…this is the end to my rant

A good friend forwarded this Why Top Employee’s Quit.
This is usually and issue that top Exec’s don’t even get to see, because it’s handled by middle managers or they have it’s not my job attitude. It’s all about the environment my favorite quote from this article is “$30K a year with a company full of stiffs is worse to me than $28,500 with a fun energetic company”

It’s a good little read and very informative

Another Good link from the same site is 50% Ways a Manager Can Get Employees to Quit