customer experience articles

Given the amount of time devoted and content consumed by potential shoppers on social media sites, they are important vehicles for retailers to consider as part of their overall online marketing strategy. These visitors tend to focus on what their friends and colleagues, who are trusted sources, are saying and doing rather than on third-party [...]

The Internet hasn’t destroyed brick-and-mortar retailing, as many once feared. But has it ever changed consumer behavior. Across the U.S., stores are playing catch-up with shoppers habituated not only to the speed and convenience of purchasing online but also to the control it gives them. The Web provides shopping when you like, where you like, [...]

A new study by the University of Michigan examines the relationship between the number of online reviews and sales. Researchers find that the volume of reviews has a significant increase in sales for positive ratings and a significant decrease for negative ratings after a certain threshold number of reviews.
Filed under Customer Feedback System and [...]

Who hasn’t gotten lost on an automated phone line, wandered aimlessly around a store trying to find a sales clerk or waited hours for the repair technician who never comes? MSN Money asked readers to rate their worst customer service experiences, and more than 3,000 responded within 24 hours. With the help of pollster Zogby [...]

Not only did the airline move quickly to apologize, accept full responsibility, and proactively introduce a passenger’s bill of rights (all effectively communicated by e-mail from CEO David Neeleman) but they actually had someone call to apologize. The caller was not some outsourced telemarketer working from a script. Instead, she actually asked for what went [...]

The Senate Commerce Committee hearing focused on a Senate version of the so-called Passenger Bill of Rights proposal, which would require flights to return to the gate if they are delayed on the ground for more than three hours and passengers wanted to exit. Filed under Improving Customer Experience and Improving Customer Satisfaction.

The ability to measure profitability at the individual customer level allows companies to consider new customer profitability metrics such as “percentage of unprofitable customers,” or “dollars lost in unprofitable customer relationships.” Such customer profitability measures provide a valuable signal that satisfaction, retention, and growth in customer relationships are desirable only if these relationships contribute to [...]

For most small businesses, competing on the Web is hardly easier than competing offline, where gigantic retailers with huge marketing budgets dominate. But for Amenity Home, a start-up in Los Angeles with three products, four employees and no marketing budget, getting noticed was a simple matter of word-of-mouth advertising, albeit in an unusual way.

The winners of Fast Company’s 2006 Customers First Awards transform ordinary transactions into entertaining experiences — delighting customers and showing everyone else the way. Filed under Improving Customer Experience and Motivation & Job Satisfaction.

Basic customer value metrics can be calculated without tracking results by individuals, but individual data allows more precise reporting of individual customer’s previous value, current status and predicted behaviors. From a metrics standpoint, it also allows companies to track customers as they move through the buying process and to estimate the long-term impact of marketing [...]