customer experience articles http://www.customerpassion.com/articles Hand picked articles related to Improving Customer Experience Fri, 25 Apr 2008 17:43:50 +0000 http://wordpress.org/?v=2.6.3 en Five Ways to Tap Into Social Shopping http://www.customerpassion.com/articles/five-ways-to-tap-into-social-shopping/108.htm http://www.customerpassion.com/articles/five-ways-to-tap-into-social-shopping/108.htm#comments Fri, 14 Dec 2007 14:18:48 +0000 Customer Passion LLC http://www.clickz.com/showPage.html?page=3627777 Given the amount of time devoted and content consumed by potential shoppers on social media sites, they are important vehicles for retailers to consider as part of their overall online marketing strategy. These visitors tend to focus on what their friends and colleagues, who are trusted sources, are saying and doing rather than on third-party [...]]]> Given the amount of time devoted and content consumed by potential shoppers on social media sites, they are important vehicles for retailers to consider as part of their overall online marketing strategy. These visitors tend to focus on what their friends and colleagues, who are trusted sources, are saying and doing rather than on third-party advertising messages. Marketers must carefully think through how they engage in consumer conversations to aid sales.

Filed under Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/five-ways-to-tap-into-social-shopping/108.htm/feed More Clicks At the Bricks - How the Web Affects Consumer Behavior Offline http://www.customerpassion.com/articles/more-clicks-at-the-bricks-how-the-web-affects-consumer-behavior-offline/107.htm http://www.customerpassion.com/articles/more-clicks-at-the-bricks-how-the-web-affects-consumer-behavior-offline/107.htm#comments Tue, 11 Dec 2007 14:12:34 +0000 Customer Passion LLC http://www.businessweek.com/magazine/content/07_51/b4063050319254.htm The Internet hasn’t destroyed brick-and-mortar retailing, as many once feared. But has it ever changed consumer behavior. Across the U.S., stores are playing catch-up with shoppers habituated not only to the speed and convenience of purchasing online but also to the control it gives them. The Web provides shopping when you like, where you like, with access to gobs of research - from a product’s attributes to where it’s cheapest.

Filed under Improving Customer Experience and Customer Retention Techniques.

]]> http://www.customerpassion.com/articles/more-clicks-at-the-bricks-how-the-web-affects-consumer-behavior-offline/107.htm/feed How Do Consumer Ratings Affect Sales http://www.customerpassion.com/articles/how-do-consumer-ratings-affect-sales/106.htm http://www.customerpassion.com/articles/how-do-consumer-ratings-affect-sales/106.htm#comments Wed, 29 Aug 2007 14:21:55 +0000 Customer Passion LLC http://www.bus.umich.edu/NewsRoom/ArticleDisplay.asp?news_id=10072 A new study by the University of Michigan examines the relationship between the number of online reviews and sales. Researchers find that the volume of reviews has a significant increase in sales for positive ratings and a significant decrease for negative ratings after a certain threshold number of reviews.

Filed under Customer Feedback System and Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/how-do-consumer-ratings-affect-sales/106.htm/feed The Customer Service Hall of Shame http://www.customerpassion.com/articles/the-customer-service-hall-of-shame/105.htm http://www.customerpassion.com/articles/the-customer-service-hall-of-shame/105.htm#comments Tue, 01 May 2007 01:17:54 +0000 Customer Passion LLC http://articles.moneycentral.msn.com/SavingandDebt/Advice/TheCustomerServiceHallOfShame.aspx 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 International, MSN has created the Customer Service Hall of Shame. And the winner is….

Filed under Improving Customer Satisfaction, Customer Service Training Program, and Word of Mouth Marketing.

]]> http://www.customerpassion.com/articles/the-customer-service-hall-of-shame/105.htm/feed JetBlue Customers Stand By Their Carrier http://www.customerpassion.com/articles/jetblue-customers-stand-by-their-carrier/104.htm http://www.customerpassion.com/articles/jetblue-customers-stand-by-their-carrier/104.htm#comments Thu, 12 Apr 2007 13:07:17 +0000 Customer Passion LLC http://www.businessweek.com/magazine/content/07_13/c4027014.htm 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 wrong and how they could fix it. She engaged in a dialogue about the steps the airline was considering and whether the measures would be enough. Filed under Building Customer Loyalty and Customer Retention Techniques.

]]> http://www.customerpassion.com/articles/jetblue-customers-stand-by-their-carrier/104.htm/feed Service So Bad The Government Steps In http://www.customerpassion.com/articles/service-so-bad-the-government-steps-in/103.htm http://www.customerpassion.com/articles/service-so-bad-the-government-steps-in/103.htm#comments Thu, 12 Apr 2007 12:56:50 +0000 Customer Passion LLC http://www.usatoday.com/travel/flights/2007-04-12-travelers-rights_N.htm 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.

]]> http://www.customerpassion.com/articles/service-so-bad-the-government-steps-in/103.htm/feed Customer Profitability - A Balanced Scorecard Approach http://www.customerpassion.com/articles/customer-profitability-a-balanced-scorecard-approach/102.htm http://www.customerpassion.com/articles/customer-profitability-a-balanced-scorecard-approach/102.htm#comments Wed, 15 Nov 2006 17:19:21 +0000 Customer Passion LLC http://hbswk.hbs.edu/item/4938.html The ability to measure profitability at the individual customer level allows companies to consider new customer profitability metrics such as “percentage of unprofitable customers,” or “dollars lost in unprofitable customer relationships.” Such customer profitability measures provide a valuable signal that satisfaction, retention, and growth in customer relationships are desirable only if these relationships contribute to higher, not lower, profits. Filed under Increasing Customer Profit Margins.

]]> http://www.customerpassion.com/articles/customer-profitability-a-balanced-scorecard-approach/102.htm/feed Social Shopping helps Word of Mouth Marketing http://www.customerpassion.com/articles/social-shopping-helps-word-of-mouth-marketing/101.htm http://www.customerpassion.com/articles/social-shopping-helps-word-of-mouth-marketing/101.htm#comments Mon, 13 Nov 2006 05:26:34 +0000 Customer Passion LLC http://tinyurl.com/wrv5h For most small businesses, competing on the Web is hardly easier than competing offline, where gigantic retailers with huge marketing budgets dominate. But for Amenity Home, a start-up in Los Angeles with three products, four employees and no marketing budget, getting noticed was a simple matter of word-of-mouth advertising, albeit in an unusual way.

]]> http://www.customerpassion.com/articles/social-shopping-helps-word-of-mouth-marketing/101.htm/feed The 2006 Fast Company Customers First Awards http://www.customerpassion.com/articles/the-2006-fast-company-customers-first-awards/100.htm http://www.customerpassion.com/articles/the-2006-fast-company-customers-first-awards/100.htm#comments Fri, 20 Oct 2006 00:55:48 +0000 Customer Passion LLC http://www.fastcompany.com/customer/ 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.

]]> http://www.customerpassion.com/articles/the-2006-fast-company-customers-first-awards/100.htm/feed Measuring Customer Value & Marketing Performance http://www.customerpassion.com/articles/measuring-customer-value-marketing-performance/99.htm http://www.customerpassion.com/articles/measuring-customer-value-marketing-performance/99.htm#comments Wed, 16 Aug 2006 14:35:47 +0000 Customer Passion LLC http://www.dmreview.com/article_sub.cfm?articleId=1040160 Basic customer value metrics can be calculated without tracking results by individuals, but individual data allows more precise reporting of individual customer’s previous value, current status and predicted behaviors. From a metrics standpoint, it also allows companies to track customers as they move through the buying process and to estimate the long-term impact of marketing campaigns that may not generate an immediate response.

Filed under Improving Customer Profit Margins.

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