customer experience articles

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, [...]

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 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.

Offering consumers a BRAND SPACE experience that is not only surprising, empathic, and/or lets them try out things, but empowers them as well, is truly the New Marketer’s Holy Grail. How to do this? Well, for example, how about making sure your customers leave your BRAND SPACE a bit smarter than when they entered.
Filed under [...]

The Brand Experience Lab links cool technologies with cool companies. Polinchock is an articulate (if hypergarrulous) thinker about the role technology plays in shaping brand experiences. “Technology allows you much greater flexibility in how you can tell the story,” he says. “When it’s done well, it allows you to be instantly adaptive. It allows [...]

The hotel won the Customer Strategy award, presented for an initiative that effectively identifies customers, differentiates them by their needs or value, and reengineers interaction processes according to those values or needs.
Filed under Improving Customer Experience, Improving Customer Satisfaction, and Word of Mouth Marketing.

Don’t ever underestimate the intelligence of the American consumer, because he or she is far smarter than we often give credit for. Garner a reputation for providing great customer satisfaction and you can charge a price premium that goes straight to the bottom line. Saddle yourself with a reputation for marginal customer satisfaction and the [...]

The annual global Customer Experience Management 2005 study indicates a decline in commitment to customers and a continuing poor understanding of the value of customers, and therefore the reasons to invest in customer relationships. A majority of companies fail to grasp financial aspects of their customer relationships and therefore fail to execute customer strategies effectively.
Filed [...]

The customer experience doesn’t happen neatly down each individual silo. The customer experiences a company horizontally - across the silos. This creates the breeding ground for the lack of respect customers feel and the discontent they have with us. The typical silo structure bumps the customer disjointedly along to deliver the outcome of its experience. [...]

The 2005 Holiday Shopping: Online Customer Experience Survey revealed that a negative customer experience online not only damages a retailer’s brand and reduces online sales, but also could directly lead to a reduction in offline sales. Filed under Improving Customer Experience.