My Takes On YouTube

A short post today — based on a couple of my recent interactions with/on YouTube.

We just published a research report, Uploading To Video Portals Isn’t Easy, that looked at the usability of five video portals (thanks to Ross Popoff-Walker who did most of the work). It turns out that YouTube’s usability was pretty good. Here’s a summary of the report:

Forrester applied an abridged version of its Web Site Review methodology to the site experiences at five major video portal sites: YouTube, Yahoo! Video, Metacafe, Dailymotion, and Veoh. Our evaluation looked at how well each site supports young adults trying to upload a new video clip. Only YouTube received a passing overall score. Some of the major problems we found across the sites: poor contextual help and deficient privacy information.

I also just found out that someone posted an excerpt of my speech from Forrester’s Finance Forum on YouTube. It was probably done by Forrester’s marketing department; hoping that the video would generate the same buzz on YouTube as coke + menthos or the dancing cadet. 🙂

Well, I can assure you that my video is not nearly as exciting as the running Russian video. But if you want to see a portion of my keynote speech on Experience-Based Differentiation, then here it is.

Unfortunately, you only see me — and can’t see any of the slides. Maybe someone in the audience who was illegally taping the event will post a video that shows the slides as well. You never know.

The bottom line: YouTube makes it easy to upload anything.

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

2 thoughts on “My Takes On YouTube”

  1. Very nicely done – a good bolus of reality on the customer. Would be a good entre’ to a discussion topic at routine executive team meetings and is short enough to hold their attention

  2. Agreed. I’ve done versions of this speech that range from 20 minutes to an entire day (in a workshop format). As a matter of fact, I spoke on the topic for 90 minutes over lunch today at Mistral (a great Boston restaurant for those of you not from the area).

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