customer experience articles

Who hasn’t gotten lost on an automated phone line, wandered aimlessly around a store trying to find a sales clerk or waited hours for the repair technician who never comes? MSN Money asked readers to rate their worst customer service experiences, and more than 3,000 responded within 24 hours. With the help of pollster Zogby [...]

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 feeling of frustration provoked by rude service, long lines, ignored complaints, unanswered questions, and interminable phone delays is supposed to be a thing of the past. This is a golden age for consumers, right? It’s the era that has spawned a 24/7 convenience economy dedicated to satisfying the time-pressed, hyper-informed, ever-demanding American public. But [...]

More than 50 percent of Americans report that a negative shopping experience of a friend or colleague will prevent them from setting foot in a store altogether. A recent customer dissatisfaction study finds that as shopping problems get repeated, they often get embellished and actually become up to five times more damaging to customer retention [...]

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 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. [...]

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, [...]

A new study shows that companies with high customer satisfaction ratings beat the market handily. A portfolio of some 20 companies with the best marks delivered a return of 40% (excluding dividends and transaction costs), compared with 13% for the Standard & Poor’s 500-stock index for the five-year period ended May, 2003, according to research [...]

While business thinks in terms of products and derived values, customer is looking at satisfaction. The key question is whether all the strategy, product features, add ons and value creation lead to ultimate customer satisfaction. Filed under Improving Customer Satisfaction.