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customers first 2006

Post-Modern Marketing

There's a quote I just love comes from an academic at the University of Ulster (Stephen Brown): "Marketers know about consumers, consumers know about marketers, marketers know consumers know about marketers, and consumers know ...READ»

Looking for Love on Aisle Two

When I wrote my book, my basic thesis was 1) that brands have transformational properties (the ability to take us from asleep to awake, from adolscent to adult, from stressed to mello (and back again, of course); 2) that the place ...READ»

Has the Pope Trashed His Brand?

During the Watergate era, the press learned of a technique called "the non-denial denial" through which the administration could play a shell game with the truth. Though this technique they could seem to deny something -- without ...READ»

Customers First: Welcome Guest Blogger Kate Newlin

When we talk about customer experience, most experts come at the topic from a similar angle. What I like about Kate Newlin is that even though she works closely with corporate clients as the principal of Kate Newlin Consulting, she ...READ»

Why Pay Less?

Fast Company today kicks off a column called "Spare No Expense" and I'm already intrigued. The column speaks to the "budget crunching" issues faced by the Beatles, among others, as well as the audacious pricing model of Intelligencia ...READ»

Playing Health Insurance Piggyback

So, all the latchkey kids are refusing the return the key. Today's edition of THE NEW YORK TIMES ("For Insurance, Adult Children Ride Piggyback") focuses on the New Jersey policy that allows kids to coast on the momentum of their ...READ»

A “Customer Experience Myth”… or cop out!

Okay, in introducing me onto the Fast Company Customer First Blog, David Lidsky said he enjoyed a heated debate with me and thought I might provoke some discussion. So I don’t want to disappoint him. What David and I have ...READ»

Chief Experience Officer … it’s so much more than a title!

I’d like to reference Stuart Elliott’s column in today's NY Times entitled “Wanted: Experience Officer. Some Necessary.” I have probably held the title of Chief Experience Officer longer than anyone, since the inception of ...READ»

Understanding Customers

The majority of you have referenced the groundswell of customer emotion surrounding the Fields to Macy's name change. While this is indeed an emotional time in their history, there's a business lesson here: understanding customer ...READ»

Macy's -- The National Department Store

What are your thoughts on Macy's trying to position itself as a "National Department Store"? Is it about creating greater operating efficiency and not about being more effective at creating deep emotional connections with customers? ...READ»

Customers First: Welcome Guest Blogger Lewis Carbone

Lewis Carbone and I are having a heated debate. This is what happened when I called him for an interview for the essay I wrote as part of this year's Customers First package. Carbone has a strong vision for the future of customer ...READ»

Marshall Fields to Macy's

This past Saturday, hundreds of Marshall Fields stores were officially renamed Macy's by Federated Department Stores. What are your thoughts on the swap of the 154 year old Field's name, a beloved Chicago institution, for Macy's, a ...READ»

Getting Customers to Love You

As I sign off this week as a guest blogger on all things 'customer,' my head's hanging a bit low. Customer frustration is just so high. So I want to leave you with some basics that I know about treating customers right. When I was ...READ»

Is Your Company a Customer Survey Score Whore?

In 25 years of arm-twisting corporations to focus on customers, what I've seen from many is that the score is the end game. First it was garnering a great "satisfaction" score, then one for "loyalty," followed by "experience." And ...READ»

Pricey Plastic: MasterCard's 22.65% Interest Rate

MasterCard has just extruded its latest card. Meant to allure the upper eschelon of buyers -- this baby has an affinity attachment -- it is called Saks Fifth Avenue Elite Master Card. There's no annual fee, but comes with that ...READ»

Listen to Customer Champion Podcasts

This month is Customers First Month at FastCompany.com. We have a full featured interactive package to celebrate the 2006 Customers First Awards, including quizzes, podcasts, and an interactive map. There's also a tool for rating the ...READ»

Hey Mickey You're So Fine - But Fingerprints Might Cross the Line!

And now this from the happiest place on earth - FINGER PRINTING 'guests' upon entry into the park. By the end of September when you go into any of Disney's Orlando theme parks, machines will scan fingerprint information. They've ...READ»

GM Banking on 100,000 Miles of Customer Love

Toyota and Hyundai Motor Co. gained market share last year, contributing to GM's $10.6 billion loss. Looks like GM's trying to get customer religion by attaching a 100,000 mile warranty on 2007 cars and trucks - including those ...READ»

Let the Coffee Wars Begin!

In the Washington Post this morning, we wake up to see that Dunkin' Donuts is on the move to play in Starbucks' turf. They want to serve 'the everyman' a cup of coffee it says here - and plan to do that by being, well, everywhere. ...READ»

Do You Suffer From Silo Dysfunction?

Someone asked me recently what is really hindering companies from delivering on the dream of a unified customer experience. And I'd have to say that it's about the silos. Even at the highest VP levels, it is debilitating the amount ...READ»

The 'Gotchya' Insurance Experience

Guess Mom Was Right - Nothing Is As Good As It Seems. In this WSJ dittty, Diana Ransom points out something most of us might not have known or even considered. And that is, that most of us make the decision to add roadside ...READ»

CEOs, Your Customers Are in Pain

Can you hear them? Are you close enough to understand what's broken about your customer experience? I've been out and about with your leaders and the frontline, and what they really need is for YOU to get your skin into the game. ...READ»

Arrow To The Heart

The day every kid who grew up in Chicago dreaded is here. No, the Cubbies are not leaving the city. But this is nearly as bad. Marshall Fields - the beloved institution of our youth - where we went to sit on Santa's lap and spent ...READ»

Big Brother's Listening to You

Check out this article on what companies are doing with the audio tapes of your phone calls with them. You know the drill. You call in, and before anyone answers you hear the "this call may be recorded for quality assurance ...READ»

The Life After T-Shirt Experience

Ahhh, that time of life when you've got to begin paying (really) for your clothes yourself, and when those four years of college food impact whether you'll really ever wear low-rise jeans again! As this NY Times Articlestates, ...READ»

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