customer experience articles

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 some companies haven’t received that memo.

Filed under Improving Customer Satisfaction.

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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 [...]

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Most of us have known word of mouth was a vital channel for building businesses and brands. Now this powerful means of connecting to consumers is an official business discipline. The basic principles of WOM apply to both consumer and B2B challenges.
* A happy customer is the greatest endorsement
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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 [...]

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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 [...]

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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 [...]

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The Brand Experience Lab links cool technologies with cool companies. Polinchock is an articulate (if hypergarrulous) thinker about the role technology plays in shaping brand experiences. “Technology allows you much greater flexibility in how you can tell the story,” he says. “When it’s done well, it allows you to be instantly adaptive. It allows [...]

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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 [...]

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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.

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