“I used to feel like I had to come up with all the ideas myself, but it’s so much easier relying on my customers [for help],” says Maxine Clark, the company’s founder and CEO. The list of customer suggestions that have made their way onto shelves is always growing - from bear accessories like [...]
Customer-Centered Leader: Build-A-Bear By Customer Passion LLC | September 27th, 2005
Comments are off | Posted in Customer Experience, Customer Feedback
High-tech Achiever: Netflix By Customer Passion LLC | September 27th, 2005
The starring role in Netflix’s customer experience strategy goes to its top-secret, highly customized technology, which offers its more than 3 million customers their own personal box office. We peek behind the scenes at our Oscar-worthy Customers First Award winner.
Comments are off | Posted in Customer Experience, Customer Feedback, Customer Loyalty, Customer Profitability, Customer Retention, Customer Satisfaction, Customer Service Training, Employee Motivation, Word of Mouth
Leading Listener: Trader Joe's By Customer Passion LLC | September 4th, 2005
Customer feedback doesn't have to come from sophisticated research. At Trader Joe's, it's all about listening to people. At first glance, they might not seem like a company that listens well. The specialty grocery chain doesn't have a way for customers to email it from its Web site.
Comments are off | Posted in Customer Feedback, Employee Development
CEM Versus CRM By Customer Passion LLC | September 1st, 2005
Despite some confusion and marketing spin though, customer experience management (CEM) is emerging as a way companies can look in their own back yards to leverage CRM for qualitative as well as quantitative insight into interactions that improve opportunities for customer loyalty and new sales.
Comments are off | Posted in Customer Feedback