Listening to users — and hearing their words

September 25, 2009

I heard this story from a speaker at a recent forum on social media.  She told us of working for several hours with a company that creates voice recognition software, and needed help with search engine optimization (SEO) to make sure that their story would get picked up by Google and the like.

As she was leaving, she asked the receptionist, “When people call, do they ask about voice recgnition products?”  “Never!”, replied the receptionist, laughing at the seemingly absurd question. “They ask if we have those computers you can talk to”, she explained.

I find this again and again . . . listening carefully is the key.  And that’s why my business card says “Arthur Fink – Listening to Users”.  In this case, the keywords need to include something like “computers you can talk to”.  Otherwise people will never find this product.

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