customer experience articles » Customer Experience

More Clicks At the Bricks - How the Web Affects Consumer Behavior Offline

Customer Passion LLC — Tue, 11 Dec 2007 14:12:34 +0000

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, [...]

Service So Bad The Government Steps In

Customer Passion LLC — Thu, 12 Apr 2007 12:56:50 +0000

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 2006 Fast Company Customers First Awards

Customer Passion LLC — Fri, 20 Oct 2006 00:55:48 +0000

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.

Being Spaces to Improve the Customer Experience

Customer Passion LLC — Thu, 06 Apr 2006 20:50:53 +0000

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 Improving Customer Experience and Building Customer Loyalty.

Experience Experiment

Customer Passion LLC — Fri, 24 Mar 2006 01:43:25 +0000

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 your story to be remembered.”

Filed under Improving Customer Experience.

Customer Experience Management Helps Hotel Win Award

Customer Passion LLC — Fri, 24 Feb 2006 21:13:02 +0000

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.

The customer is always right

Customer Passion LLC — Fri, 17 Feb 2006 15:59:55 +0000

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 only way to build market share will be through discounts and other incentives that will wreak havoc on your bottom line. Filed under Improving Customer Satisfaction and Increasing Customer Profit Margins.

Customer Experience Management Study Shows Executives Do Not Love Customers

Customer Passion LLC — Thu, 16 Feb 2006 14:00:11 +0000

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 under Improving Customer Experience, Increasing Customer Profit Margins, and Improving Customer Satisfaction.

10 Ways to Love (and Respect) Your Customers

Customer Passion LLC — Wed, 15 Feb 2006 14:33:06 +0000

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. It’s only when the silos clang and clash into one another that the total experience comes together.

Filed under Improving Customer Experience, Improving Customer Satisfaction, Customer Retention Techniques, Customer Service Training Program, and Motivation & Job Satisfaction.

Negative Online Shopping Experiences Pose Serious Danger to Retailers

Customer Passion LLC — Tue, 14 Feb 2006 17:27:50 +0000

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.