* The tie (or balance) between your brand expression and the customer's mission on your website
* "The full customer experience" - carrying over the customer's experience offline (from your store, to your print, emails and other offline marketing efforts) to your online efforts. ALL customer touchpoints. It's important to be consistent throughout your entire marketing and advertising.
* Examples will be shared from different sites and companies
Todd Bertsch recently joined the team of TRIAD Communications in Cuyahoga Falls as their Interactive Media Director. Todd has 10 years experience in Web and user-centered design.
A published author and teacher, Todd currently is a part-time faculty member at The University of Akron teaching graphic design. He is the creator of DesignDump.com, an online resource for graphic and web designers which has recently been featured in the popular graphic design magazine Communication Arts. He is also the creator and coordinator of the annual event "Design for 24:" held at The University of Akron to assist non-profit organizations with their marketing needs.
Todd received a Bachelors degree in Fine and Applied Arts, with a concentration in Graphic Design, from The University of Akron.
Cathleen Zapata is currently a Customer Experience Manager at eMergent Marketing, a local search engine marketing and usability services firm. She has over 10 years experience in quantitative and qualitative research, specializing in usability testing, customer surveys, Web site evaluations, competitor assessments and focus groups.
Cathy is currently the Vice President of the Northeast Ohio Usability Professionals' Association NEOUPA)and she has received extensive usability training from the Neilson Norman Group.
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