customer experience articles

The sample program, under which Kiehl’s gives away more than 12 million packets and tubes a year, is the “cornerstone of Kiehl’s customer-service philosophy,” taking the pressure off both reps and customers, says Cammie Cannella, assistant VP of global education development. “It’s very important that our customers believe in the quality,” she says. “There is [...]

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.

With such innovations as on-the-spot claims handling, Progressive is practically insuring customer loyalty and profitability. Progressive may lose some customers who opt for lower rates, but CEO Glenn Renwick thinks transparency will keep the rest around. “We hope it establishes a feeling of trust for the company,” he says.

How do you strike a balance between customer needs and the bottom line? A new way to balance two potentially contradictory demands. The only value your company will ever create is the value that comes from customers - the ones you have now and the ones you will have in the future. Customers are the [...]

In spite of the apparently universal acceptance of the importance of customers, the actions of most firms don't always match this talk. Despite billions of dollars spent by firms on advertising, customer satisfaction, and customer relationship management programs, many firms still fail to put customers at the center of their organization.

How do you build and sustain customer loyalty (and hence long-term profitability) online? Focus on creating a fantastic branded customer experience. If you don't have a large advertising budget, all you have left is a branded customer experience.

Banks and brokers are trying to tune up loyalty outreaches and boost wallet share by finally moving away from episodic cross selling to a long-term troubleshooting approach.

Across industries, profit margins are being squeezed as enterprises face relentless competition and customers increasingly regard products as commodities. These market conditions are driving enterprises to distinguish themselves through the delivery of exceptional customer service in order to increase customer satisfaction and retention.

Call it a “Gadget Library” of sorts. Samsung's new Tech Take-Out initiative lends samples of their latest products to the public at no cost. The imaginative program, based at the company's Samsung Experience in the Time Warner Center in New York City, allows tourists, technophiles, New Yorkers and budding directors alike to enjoy Samsung gadgets [...]