Random Articles

• Even the Almost Perfect Customer Experience Takes 15 Years I bought a car last week. We’ve been looking for another one for some time and not been real happy with what’s available (anything under 20 mpg just seems irresponsible). My father-in-law has a fantastic, nearly 15 year old relationship with a dealership. He’s purchased every car I’ve ever seen him drive there. When Jen
• Save Your Customers A 39 Cent Annoyance Ironically, since the USPS raised the postage for a first-class letter to 39 cents, I’ve found myself with more outgoing mail. Both Netflix and my bank provide postage paid envelopes for my correspondence with them. So, it surprises and annoys me when I have to hunt down a stamp for things far more important than my
• Customers are Cheaper than Ad Agencies When people are sharing more and more with each other and strangers, when audiences are splintering, when the relationship between a company and it’s customers is far more measurable, spending millions of dollars on “brand awareness” would seem hilarious - if it wasn’t sad. In other words: “You don’t want the kind of high-production stories that come
• Darrel Austin on ‘Customer as Silo’ “A modest proposal to online retailers: let me give you my money first, THEN ask me to create an account” - Darrel Austin
• Defining On-Stage & Off-Stage On-stage; where employees are likely to bump into customer. Off-stage; where they are not. It’s one of my favorite ideas from The Experience Economy is that of on-stage and off-stage. Preventing off-stage behavior from occuring on-stage is the key to a good customer experience. My wife has a recent example of where the two collided for a poor customer