customer experience articles

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 [...]

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.
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E-mail is a powerful way to help small and medium businesses build customer relationships and increase repeat business. It is a quick, personal way to communicate with your customers and keep your business in customers’ minds. Unlike traditional direct marketing campaigns — which can take months to develop and execute — e-mail campaigns can be [...]

The concept behind CEM is to monitor customer touch points and interactions to build customer loyalty and improve customer retention. It also ensures that customer service representatives are consistent in what they tell the customer. “One of the differences between a CRM and CEM approach (is) you’re not taking a once-a-year snapshot of what you [...]

BearingPoint Inc. is considering tying bonuses to the scores after it found that clients that give high net promoter scores also show the highest revenue growth. The approach is gathering steam at a time when CEOs are increasingly focused on getting closer to customers. It also plays into the executive lament that loyalty management programs, [...]

When Customers Want to Hear From You. Just like hitting a baseball, timing is everything when talking to your customer. If you don’t provide the right message using the right delivery vehicle at the right time, chances are your customer is going to ignore your hard-crafted pitch. In an article in the November issue [...]

BMW and HBO are among those companies creating online “branded communities” to build awareness and loyalty among consumers. “The holy grail of marketing is when you get a community of people interested so that they not only talk about a product or a brand but everything else in their lives,” said Peter Friedman, chief of [...]

The idea of using a signature scent as a brand identifier has been slower to catch on outside the fashion industry (where certain retailers have long used fragrance as part of the sensory environment in their stores). But as it becomes ever more difficult to gain consumers' attention in an increasingly cluttered environment, more and [...]

Happy employees mean happy customers - a lesson learned from USAA’s generous perks and receptive atmosphere. USAA’s 13,000 customer service agents give new meaning to the phrase “frontline employees.” “[We have] a dedication to keeping the decision making at the lowest level of the company,” says David Travers of USAA’s approach to answering customer calls.Employees [...]

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.