Sunday, May 8, 2011

How poor system design impacts customer experience and compromises brand reputation…

Wired Magazine, established in 1993, has built it’s reputation on it’s ‘in-depth coverage of current and future trends in technology and how they are shaping business, entertainment, communications, science, politics’. It has a circulation of 50,000 in the UK alone. Where ever there is commentary to be said on technology or technologists, Wired is there. 
Having recently rekindled my relationship with Wired I decided to subscribe to ensure I didn’t miss a thing and that’s when I almost changed my mind. I went from the glossy, well-produced physical magazine (there’s still something about paper for me…) to the equally shiny wesite, to marketing driven yet uninspiring signup screen to hideous confirmation message.


Seriously? Wired magazine is built on a technological infrastructure that takes a week to update it’s customer database? You have to be kidding me? It made me wonder momentarily how I could trust anything they had to say! Sort it out guys, that’s embarrassing!

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