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Survival of the Fittest Free whitepaper. Regardless of a company's budget or size, there are three sets of customer-focused activities that direct marketers can perform to succeed in the survival of the fittest. Direct marketers can dramatically improve their businesses if they focus more on the customer experience.

Joining Strategy and Usability: the Customer Experience Methodology This free whitepaper describes the CEM, or customer experience methodology, that has generated 40% to 150% improvements in key business metrics for dozens of past Creative Good clients.

• Copernican Revolution (December 1, 2004)
• In Plain Sight (October 1, 2004)
• Lipstick on a Pig (June 1, 2004)
• Busting the B-to-B Myths (March 1, 2004)

Managing Incoming E-mail: What Every User Needs to Know
by Mark Hurst -- published by Good Experience, Inc.
This 35-page report describes a simple method that allows any user to avoid information overload, at work or home, as more and more e-mails pile up in the inbox. (320k pdf)

The Wireless Customer Experience: An Introduction (56k pdf)
Our wireless white paper discusses how customer experience is the key driver of success for any wireless Internet service. (Here's the summary on goodexperience.com.) Free.

Customer Experience White Paper (3.4mb pdf)
A wider strategic view of how customer experience affects a business, written in 1999. Free.

E-Recruiting: Online Strategies in the War for Talent, by Mark Hurst and Jakob Nielsen. (2.7mb pdf)
From 1999, a study of several corporate sites' jobs-available sections. Based on user tests, we concluded that the user experience of the jobs section affects the quantity and quality of applicants.

In Search of E-Commerce
Our very first report, from 1998. Looks sort of like a high school yearbook of the leading sites "way back when": Amazon, CDnow, Dell, Microsoft Expedia, AOL, and others. Free.