Friday, 12 July 2013 12:24

Listen to the voice of the customer

Don't expect that your customer will want to do things your way, if it's not a proprietary process.

not-listeningThis past week, I needed to upload a PDF to a web page on a site hosted on one of the most popular ecommerce platforms. It should have been a simple task.

I can upload images, but not PDFs, through the WYSIWYG editor. For files, the ecommerce provider required users to login to the server via WebDAV (similar to FTP, but more secure), and then create a manual link to the file.

After a call to tech support to accomplish this – and I have a great deal of expertise with internet technology – what should have taken three minutes to 45 minutes to accomplish.

What about users who are not technically astute with FTP clients and WebDAV?

To @e-commerce-provider needs to enable PDF upload through the text editor.

To @sooyco Have you considered uploading the pdf to Dropbox? Then, just linking to it in your store.

To @e-commerce-provider* thx. I prefer that the PDF reside on the store; it makes more sense from an asset mgmt and user POV.

to @sooyco In that case, a better option would be to upload the pdf via webdav. Then, just link to the file path in the wysiwyg editor.

What’s wrong with this conversation?

The expectation is that the customer will adapt to the technology and the preference of the provider.

Shouldn’t the provider be listening to voice of the customer? Don't expect that your customer will want to do things your way, if it's not a proprietary process.

Fresh Design Thinking