Delight 2012 conference

“Technology is nothing without humanity.” Not only are Mount Hood using technology to make the rental process less painful and gruelling for customers.

But they’re also using RFID as a means of not only getting traffic patterns and telemetry on missing skiers, but enable every customer to visualise their usage across the entire season’s visits.

Not least, every time the speaker ran into PowerPoint trouble during the presentation, he’d repeat the mantra to great amusement.

There were a number of presentations by iSite Design’s favourite customers, some of which were informative and insightful (Ruby Receptionists, Nordstrom Labs), but not all. In a few cases I had the visceral reaction of wondering if the session was designed for my benefit or the speaker’s.

I think the greatest lesson I learned that day was hearing how many organisations in Portland are finding their best ways to make their customers’ experience with them as pleasant and friction-free as possible.

The most interesting takeaway? Nordstrom Labs has a metric they keep prominently displayed in their workspace: Number Of Days Since We Left The Lab. The day after every customer visit, the clock starts counting. I’d like to start tracking my own personal “number of days since I spoke to a customer” metric. As of today, that metric stands at five.

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