PixelMEDIA Inc.

The goal of any good web firm should be to provide clients with the best possible online face to the world.  Notice, however, that I use the term “best possible”.  The reality is that we as developers, designers, information architects, content strategists, account managers and project managers, are often limited by the budget, particularly in this difficult economy.  While a $100,000 website redesign might be off the table during tough times, “small victories” in key places can happen as part of the regular support and maintenance of your website, and often have a big impact.

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Staying productive while offering stellar customer service and support

Most web developers prefer to work behind the scenes, while an account manager handles day-to-day contact with clients.  Chances are, this is exactly why they have chosen to be a developer and not an account manager.  However, for small agencies and organizations, it’s not uncommon for developers to take on both roles.  Developer gets request; developer develops; developer stages; developer emails client; client sends approval; developer pushes live.  There’s a unique rhythm to the entire process and developers will quickly learn the rewards and challenges of wearing both hats.

Client-facing developers have the opportunity to interact on a personal level with their clients, and the challenge of juggling project management and development work simultaneously.  It’s truly a remarkable skill, especially if you provide your clients with on-demand support and handle a large volume of work everyday.

Here are some tips for the client-facing developer to maintain efficiency while delivering stellar customer service and support (these are also applicable to Account Managers and Project Managers): (Read More…)

This week, I had a client say to me, “I really appreciate your responsiveness – it’s refreshing”. The compliment itself, while nice and very much appreciated, is not noteworthy. I clung to the “it’s refreshing” portion. As a paid vendor, I expect that our clients demand service that is both high-quality and timely. Good service should not be “refreshing”.

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If your company was acquired or you’ve launched a corporate community site, you may have already wrestled with how to “Frankenstein” something new into your web content and brand family. I say “Frankenstein” because, after you’ve inconsistently bolted a few large changes to your beautiful web presence, it may not be as pretty or usable as it used to be.

We often see companies make large changes to their online properties to highlight their branded names, most popular content, and top-converting transaction points without first considering customers, impact on search rankings, or prospective user experiences. Having a structured  approach to integrating new features and content can help boost your company’s credibility and more easily scale web properties for the long haul.

Here are a few examples of corporate publication strategies for delivering content to users based on the audience, from the world’s largest corporate website:

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