The LugIron Software Blog

I’ve been travelling by plane this summer both with my family and as a lone business traveller. My experiences were different but uneventful both trips. And I mean uneventful in a good way. I’ve had to use the slide to exit a plane onto a tarmac in Dallas and let me tell you, you pick [...]

Technorati Tags: air travel, Facebook, JetBlue, monitoring, social media, Southwest Airlines, travel

Wow, I’m reading Clued In:How to Keep Customers Coming Back Again and Again by Lewis Carbone (Amazon link). It contains timeless stories through decades of customer service. It describes rich experience management as the business of making clues about customers systematic and embeded throughout the values in a company – where decisions are made based [...]

Technorati Tags: brand, community, customer, experience, experience management

Those three words, followers, fans, and friends, have deep and wide meanings in real life, but online sites using those terms for subscribers will not always see all the actions they’d expect. We’re all still people, offline or online, and businesses on Facebook want to know what you’re doing as a fan. Are you just [...]

Technorati Tags: business, community, Facebook, fans, followers, friends, social, social media, Twitter

Can good documentation drive sales? Yes, I think it can. What? You think I’m crazy? Well, not only do I think good documentation can have a positive impact on customers in need, but I’m also convinced that good documentation can have a positive impact on your bottom line. We’ve already discussed how documentation can positively impact [...]

Technorati Tags: CustomerEngagement, Documentation, TechnicalWriter, TechnicalWriting, UserEngagement, UserExperience

Unfortunately, the Entrepreneurship Gods decided that when you build a new software company that you must spend an uncomfortable amount of time in PowerPoint. I’m not one to complain, but lately I’ve been spending too much time boiling thoughts down to three bullet points of five words each. Anyway, during today’s PowerPoint adventure I was [...]

Technorati Tags: CustomerEngagement, CustomerSupport, Documentation, TechnicalWriting, UserExperience

It is now commonly accepted that Search Engine Optimization is important when you’re publishing online. After all, if a search engine doesn’t index your content well then the vast majority of people will never see it. Search engines like Google and Bing are the gateway to the web, which is why I find it so [...]

Technorati Tags: CustomerEngagement, CustomerSupport, Documentation, DocumentationSucks, HelpCenters, SocialCustomerSupport, TechnicalWriter, TechnicalWriting, UserExperience

D-Link is releasing a new router and David Pogue wrote a review (free registration required) in his weekly column. Unfortunately for D-Link, it’s probably not the kind of review they were hoping for. Pogue’s column is titled “A Router So Complete, and Vexing”. He was generally positive on the idea of a combined router, home backup [...]

Technorati Tags: DocumentationSucks, TechnicalWriting, UserCenteredDesign, UserExperience