Phil Terry

By Gabrielle Mosquera Logical question: How do I know if my customers can properly navigate my Web site as it stands? Logical answer: Ask them! No doubt you've heard a similar pitch in conference sessions. But in his recent sessions at The DMA's and Annual Catalog Conference shows, Phil Terry, CEO of e-consultancy Creative Good, took this advice one step further by including parts of his company's Customer Experience Methodology (CEM). According to Terry, CEM is less task-focused than many existing user experience research methods, and relies heavily on observations culled from what he terms "listening labs." The following notes summarize each

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