customer experience articles

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.

What you can learn from a company that treats workers like owners. Inside the surprising performance culture of steelmaker Nucor. Legendary leader F. Kenneth Iverson’s radical insight: that employees, even hourly clock-punchers, will make an extraordinary effort if you reward them richly, treat them with respect, and give them real power.
Filed under Motivation and [...]

The co-founders of Rite-Solutions focus on an internal market where any employee can propose that the company acquire a new technology, enter a new business or make an efficiency improvement. These proposals become stocks, complete with ticker symbols, discussion lists and e-mail alerts. Employees buy or sell the stocks, and prices change to reflect the [...]

At W.L. Gore, innovation is more than skin deep: The culture is as imaginative as the products and is what really distinguishes Gore. “Communication really happens in the car pool.” At a hierarchical company, the car pool is the only place where people talk to one another freely without regard for the chain of [...]

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. [...]

Eighty percent of companies believe they deliver a superior customer experience, but only 8 percent of their customers agree, says Bain & Company. Here’s how to repair the disconnect. Design the right offers and experiences, deliver these propositions by focusing the entire company, and develop the capabilities to please customers again and again. From Harvard [...]

What would happen if the best moments of your life happened at the office? That would be flow, and thanks to a guy with an unpronounceable name, more and more businesses want to know about it.

HR can - and should - help align employees to deliver the desired customer experience - and ultimately, better business outcomes. Delivering a Branded Customer Experience.

Steelcase Inc. chief James P. Hackett on design as a competitive advantage, the collaborative shift, and coveting the life of a hotel-desk clerk.

After weeks of researching great customer-experience companies, we couldn’t help but wonder about the rotten ones, too. Admittedly, our efforts were hardly scientific: We simply asked readers who took our customer-experience survey to name names. The top three offenders? Wal-Mart, Cingular, and Sprint PCS, in that order.