| September 24, 2003 |
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This Is Broken
The  old cliché goes, if it ain't broke, don't fix it. The new thinking is, if it is broke, submit it to This Is Broken, a site created to "make businesses more aware of their customer experience, and how to fix it." This project invites consumers to voice their complaints about everything from oxymoronic mineral water to contradictory signs in bathroom stalls. Software programs are frequent offenders, and even simple tasks like entering and exiting a building can become difficult due to confusing signage. Mark Hurst, the man behind the site, says making this list of bad experiences will actually benefit these companies -- they'll make more money. It will also help their customers -- they'll have an improved experience. The site is already paying off -- a certain popular portal's weather section fixed the problem listed on this online watchdog. (in Consumer Advocacy) |
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