customers first 2006

CUSTOMERS FIRST 2006 | 5 comments

Post-Modern Marketing

Tue Sep 19, 2006 at 2:52 PM

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»

CUSTOMERS FIRST 2006 | 2 comments

Looking for Love on Aisle Two

Tue Sep 19, 2006 at 11:30 AM

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»

CUSTOMERS FIRST 2006 | 19 comments

Has the Pope Trashed His Brand?

Mon Sep 18, 2006 at 4:13 PM

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 2006 | 7 comments

Customers First: Welcome Guest Blogger Kate Newlin

BY David LidskyMon Sep 18, 2006 at 12:35 PM

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»

CUSTOMERS FIRST 2006 | 1 comment

Why Pay Less?

Mon Sep 18, 2006 at 10:54 AM

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»

CUSTOMERS FIRST 2006 | 1 comment

Playing Health Insurance Piggyback

Sun Sep 17, 2006 at 2:52 PM

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»

CUSTOMERS FIRST 2006 | 1 comment

A “Customer Experience Myth”… or cop out!

Thu Sep 14, 2006 at 2:39 PM

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»

CUSTOMERS FIRST 2006 | 2 comments

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

Wed Sep 13, 2006 at 4:12 PM

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»

CUSTOMERS FIRST 2006 | 4 comments

Understanding Customers

Tue Sep 12, 2006 at 6:25 PM

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»

CUSTOMERS FIRST 2006 | 7 comments

Macy's -- The National Department Store

Tue Sep 12, 2006 at 3:23 AM

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 2006 | 8 comments

Customers First: Welcome Guest Blogger Lewis Carbone

BY David LidskyMon Sep 11, 2006 at 11:26 AM

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»

CUSTOMERS FIRST 2006 | 20 comments

Marshall Fields to Macy's

Mon Sep 11, 2006 at 11:16 AM

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»

CUSTOMERS FIRST 2006 | 15 comments

Getting Customers to Love You

Fri Sep 8, 2006 at 9:28 PM

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»

CUSTOMERS FIRST 2006 | Comment

Is Your Company a Customer Survey Score Whore?

Fri Sep 8, 2006 at 3:38 PM

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»

CUSTOMERS FIRST 2006 | 1 comment

Pricey Plastic: MasterCard's 22.65% Interest Rate

Fri Sep 8, 2006 at 2:42 PM

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»

CUSTOMERS FIRST 2006 | Comment

Listen to Customer Champion Podcasts

BY Lynne d JohnsonThu Sep 7, 2006 at 10:33 PM

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»

CUSTOMERS FIRST 2006 | 9 comments

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

Thu Sep 7, 2006 at 7:19 PM

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»

CUSTOMERS FIRST 2006 | 2 comments

GM Banking on 100,000 Miles of Customer Love

Thu Sep 7, 2006 at 6:04 PM

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»

CUSTOMERS FIRST 2006 | 5 comments

Let the Coffee Wars Begin!

Thu Sep 7, 2006 at 11:17 AM

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»

CUSTOMERS FIRST 2006 | 2 comments

Do You Suffer From Silo Dysfunction?

Thu Sep 7, 2006 at 3:20 AM

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»

CUSTOMERS FIRST 2006 | 9 comments

The 'Gotchya' Insurance Experience

Wed Sep 6, 2006 at 11:22 PM

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»

CUSTOMERS FIRST 2006 | 1 comment

CEOs, Your Customers Are in Pain

Wed Sep 6, 2006 at 3:52 PM

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»

CUSTOMERS FIRST 2006 | Comment

Arrow To The Heart

Wed Sep 6, 2006 at 11:59 AM

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»

CUSTOMERS FIRST 2006 | Comment

Big Brother's Listening to You

Wed Sep 6, 2006 at 6:05 AM

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»

CUSTOMERS FIRST 2006 | Comment

The Life After T-Shirt Experience

Tue Sep 5, 2006 at 5:22 PM

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»

customers first 2006

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