customer experience

Umm... Ever Heard of Compatibility?

Fri May 14, 2004 at 2:40 PM

I just discovered the most asinine thing (and yes, I decided to share, for that is the true prerogative of a blogger, no?). Working on a Mac, I can't access AOL Instant Messenger's "Express" Web-based service or Netscape's Web email ...READ»

CUSTOMER EXPERIENCE | 1 comment

Grappling with Customer Guilt II

BY Heath RowFri Apr 16, 2004 at 7:33 PM

Danielle's entry raises an interesting question, and one we've grappled with before in FC Now. I'm sure we'll continue to wrestle with the issue. Last November, Alison Overholt had a negative experience at Starbucks -- she ran away ...READ»

CUSTOMER EXPERIENCE | 9 comments

Grappling with Customer Guilt

BY Danielle SacksFri Apr 16, 2004 at 4:52 PM

Every morning on my way to work I encounter a treat in the form of a boxy orange truck (a former Con Edison truck converted into a "gourmet coffee" truck) parked in front of the 6 train. With my favorite Stones or Steve Wonder song ...READ»

CUSTOMER EXPERIENCE | 4 comments

A Toothsome Grin

BY Heath RowFri Mar 26, 2004 at 4:34 PM

Going to the dentist doesn't have to be as painful as pulling teeth. Or so believes the founders of Dental Design of Kedron in Peachtree City, Georgia. Brought to our attention by Decent Marketing's Katherine Stone, the dental ...READ»

CUSTOMER EXPERIENCE | 6 comments

Brand-As-Verb, Entry No. 2

Thu Mar 18, 2004 at 3:52 PM

I had lunch today with a former editor who was talking about a recent trip he'd made to the West Coast. "So I 'JetBlued' out to California....," he said nonchalantly, with little notice of the verb he'd just created. Like "Googled," ...READ»

CUSTOMER EXPERIENCE | 1 comment

Customers: "Deserve Us!"

BY Heath RowWed Feb 18, 2004 at 12:54 PM

According to a recent survey done by Strativity Group Inc., 45% of executives surveyed in four continents say that their companies do not deserve customers' loyalty. Tellingly, 55% claimed they don't engage in dialogue with customers ...READ»

CUSTOMER EXPERIENCE | 2 comments

Consistency and the Customer Experience II

Thu Jan 22, 2004 at 11:39 AM

Cosi brushed you off? I guess I shouldn't be surprised... While the food has always impressed me, I can't remember one customer experience better than average. At their worst (during the lunch rush, of course) they can be abrasive - ...READ»

CUSTOMER EXPERIENCE | 1 comment

Consistency and the Customer Experience

BY Heath RowWed Jan 21, 2004 at 3:52 PM

I just made a lunch run, and while the experience wasn't as distracting or dismaying as Alison's experience with Starbucks in November, I'm thinking as I eat my sandwich. How consistent should customer service and experience be with ...READ»

CUSTOMER EXPERIENCE | Comment

Lessons from the Online Retailing Field

BY Linda TischlerWed Jan 21, 2004 at 3:36 PM

Last January, we re-connected with Hilary Billings (keep scrolling down!), a customer experience guru who had migrated from Pottery Barn to Red Envelope, the tony, high-touch Web-based gift shop. Billings expressed her concern that ...READ»