customer experience

Why Mr. Clean Wants to Wash Your Car

Kate Rockwood — Thu, 01 Oct 2009 14:00:00 -0400

Nicole Malcolm
Brand Manager, Mr. Clean Car Wash
Procter & Gamble
Cincinnati, Ohio

Nicole Malcolm, 30, 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. Fourteen car washes opened this past summer.

This Week in Marketing Ethics

Craig Pelkey-Landes — Wed, 30 Sep 2009 14:29:00 -0400

Ok, first off, I can hear you laughing at the title of this post. Not very nice! Don Draper aside, we marketing types do at times look into our souls and make an effort at doing the right thing. So this post is about what I’ve been hearing this week, and the upshot for ethics in marketing.

The Metrics of Annoyance

Craig Pelkey-Landes — Thu, 13 Aug 2009 09:03:58 -0400

In one way or another, I often write about those qualities and touch points of business that make for positive customer experience.

Megabank Miscalculations: Still treating people like numbers after all these years

Lynette Chiang — Tue, 14 Jul 2009 16:37:52 -0400

Last week in my post about coupon clippers I posted a photo of a sign I came across in Georgia. Once more with feeling:

6 Reasons I Love Brains on Fire

Craig Pelkey-Landes — Thu, 18 Jun 2009 11:36:43 -0400

Design or Die!

Craig Pelkey-Landes — Sat, 13 Jun 2009 09:25:09 -0400

Note: a version of this post first appeared at http://cplcreative.wordpress.com

Hotel chains have a lot to learn from the web

Fahmi Abdein — Wed, 10 Jun 2009 05:40:22 -0400

What does the hotel industry have to learn from the Internet? --- A lot!

DotComplacency: Step away from that mouse and just talk to me

Lynette Chiang — Sat, 25 Apr 2009 09:58:32 -0400

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 piled high somewhere in the boonies, no expensive print or TV advertising. Just a website that tells you to click around 'til your eyeballs dry up, and then "add to cart."

There's often a number you can call, but they'd rather you didn't, because that involves getting a human talking – talk isn't cheap anymore.

Bottled Water, Orange Stickers, Your Resume by Ted Eleftheriou

Ted Eleftheriou — Mon, 09 Mar 2009 18:50:53 -0400

So I pull into a gas station to… well… get some gas for the car. While there, I go inside to get four waters for the family. Choosing bottled water is becoming a lot like picking out toothpaste at a grocery store. The choices are endless. Spring water, filtered water, purified water, imported water, water with vitamins, water with electrolytes, diet flavored water (what!?), carbonated water… endless. So I pick out my water based on a system that I’ve developed over the years: PRICE.

The Double-Edge Sword of Auto Outsourcing

Dennis Gonier — Thu, 11 Dec 2008 15:32:01 -0500

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 three automakers: offshore outsourcing of customer service.

Give consumers a voice in Detroit

Dennis Gonier — Wed, 10 Dec 2008 15:51:51 -0500

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 even before the executives soared into Washington in their solo corporate jets — a well-executed demonstration of stupidity and being out-of touch.

Adoption of a New Idea Takes Time

Mike Wittenstein — Tue, 09 Dec 2008 06:28:23 -0500

I was an exchange student in Moscow, at the end of the Cold War in 1980. Every morning my fellow students and I would drag ourselves out of bed, put on several layers of clothes and brave the fierce Russian winter. By the time we got close to the university and popped our now slightly warmer heads out of the subway onto the sub-zero streets above, we were pretty hungry. So, we stopped in at one of the many stores that sold coffee and piroshki (meat pies, yes for breakfast).

Innovation

Our Lives Just Changed. Forever. And For The Better.

Mike Wittenstein — Wed, 05 Nov 2008 07:53:13 -0500

Obama wins. America gets a new service innovation capability.

It took only seconds after McCain's concession last night for e-mails to start arriving from Brazil, Malaysia, and Europe. The most significant one, in my opinion, was the one I got from President-elect Obama. In it, he said "I'll be in touch soon about what comes next."

Innovation

Complaints: The First Step In Innovation?

Mike Wittenstein — Thu, 16 Oct 2008 16:49:16 -0400

Complaints are a first step to innovation. When your customers complain, they're sharing valuable knowledge with you about their unmet need. Knowledge that, if acted on properly, can guide your idea or innovation to the top.

Innovation

THE FRONTLINE: YOUR REAL BUSINESS CARD

Arnold Beekes — Tue, 02 Sep 2008 07:43:32 -0400

What most people tend to overlook ins ervice companies is that the customer identifies your company with the way they are treated by your frontline people.

If they are treated nice, polite and effective, they think you have a great company. And if they are treated with disinterest and no respect the customer has a negative perception about your company.

don't be stubborn, listen to your customers: theyn know what they want

Esteban Kolsky — Tue, 19 Aug 2008 07:58:18 -0400

This is my first blog here, so I am going to try to lay down some ground work. Before we can embark in detailed work of what makes feebdack work, and how you can create better customer experiences - let's put some definitions out there.

The Home Depot Experience

Manuel Saez — Wed, 06 Aug 2008 09:35:36 -0400

In the last two years I have seen a consistent and ever growing decadence at big box retailers in the US. Recently I found myself choosing NOT to shop at Home Depot, but instead to visit a smaller retailer further from my home cutting out an hour from my day. The reason I switched is clear. I favor a better shopping experience over convenience. So do a lot of people I know. Some are even forgoing lower prices.

Service Driven Product Design

Manuel Saez — Thu, 19 Jun 2008 10:29:46 -0400

For a long time customer service has been a strong strategic tool for many service-based companies like USAA Insurance Company and the Four Season Hotels and resorts. However, today, product-based companies like Apple and Lexus are relying more on customer service as a complement to their products. The strategy works, although the line between product and service has become blurry. Today, what matters more is the total experience.

Customer Experience is more than Customer Care

Thomas Grounds — Fri, 02 May 2008 13:15:12 -0400

There is No "ing" in Brand

David Sandusky — Fri, 28 Mar 2008 13:52:09 -0400

Unless you are using a branding iron or needle for tattoos, there is no ing in brand.

I make the mistake of using the participle branding and certainly allow others, but I see a problem. As personal brand concepts are becoming more widely discussed on and offline; and coaches are marketing personal brand services, I see a clear confusion between marketing and brand.

Let's start here in part one of a series on personal brand:

You have a market (maybe not always easily defined). Then you have marketing.

Brand Manager for Your Career

David Sandusky — Sun, 27 Jan 2008 14:30:54 -0500

My days as an executive recruiter generalist provided insight into many businesses and disciplines. It was the Brand Manager role in many executives and some entrepreneurs I love to apply to the personal brand manager required in all of us.

Don't Make Us Think

Kevin Ohannessian — Fri, 02 Nov 2007 14:33:34 -0400

Bathroom Blogfest: Toilet Terror

Linda Tischler — Wed, 31 Oct 2007 11:41:53 -0400

Customer Service: Bose Gets It Right

Lynne d Johnson — Tue, 11 Sep 2007 11:58:16 -0400

Have You Forgiven JetBlue?

Chuck Salter — Wed, 02 May 2007 17:18:14 -0400