A growing group of customer experience professionals are working hard to make some of life's most frustrating experiences not just tolerable, but delightful. While customer experience isn’t a new concept, organizations are just starting to formalize the people, processes, and technology to make it all happen.READ»
In a downturn, your company doesn't have to outrun the economy. You just need to outrun your competitors. That's why earning their trust is even more important in tough economic times; here are four solid steps to get started.READ»
Massive amounts of data now being generated require a new, more scientific approach to managing businesses. How to take a page from evidence-based medicine and make data work in your favor. READ»
Dunlin New York’s bags look as if they came straight out of a 19th-century tannery -- all raw leather with copper- and bronze-cast hardware. And now, the Brooklyn-based accessories brand has the shop to match.
Dunlin revamped its ...READ»
When is the last time you walked into Target, Walmart, Kmart or (insert name of any major retailer here) to find they completely overhauled the footprint of their store? We're not talking one or two departments or switching out grills ...READ»
Many companies obsess over their customer experience, creating a fancy Web site, finding the right furniture for their reception area, and investing a ton of time and money implementing a CRM system to track customers' preferences and shopping patterns. And how many companies spend the same amount of time and effort managing their "over the phone" customer experience?READ»
Nicole Malcolm guides the Mr. Clean Car Wash brand as part of FutureWorks, P&G's new-business incubator that's also testing Tide-branded dry cleaners.READ»
Does annoying marketing really pay off in the short or long run? How do we measure this? Who says what's annoying and what's not? These are the questions swirling around the metrics of annoyance.READ»
Last week in my post about coupon clippers I posted a photo of a sign I came across in Georgia. Once more with feeling: Smile Call customers by their names Thank them for their businessWe all recoil from cheesy and insincere ...READ»
EVERYONE's feeling the recessionary pinch, but online businesses – particularly those selling ephemeral and risk-based products like say, travel insurance, have a distinct advantage.
No glassy storefront, no packaged inventory ...READ»
A complete lack of innovation . . . failed opportunities to show vision and innovation . . .complete failure to offer RELEVANT PRODUCTS to the average American public. And now, let’s add another black mark on the record of the big ...READ»
The big three American automakers are circling the drain.
Now executives from the automakers are pushing hard to acquire loans from the previously approved bailout of the financial markets. It’s an overture that was all but doomed ...READ»
