customer experience

Seven Smart Questions Customers Ask About Customer Experience Design

Mike Wittenstein — Sun, 30 Nov 2008 21:03:43 -0500

Overview article on customer experience design and how it can help your business.

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.

Impeccable Customer Service or Nothing

Esteban Kolsky — Mon, 04 Aug 2008 17:53:56 -0400

a collection of ideas, discussions, and viewpoints on how to deliver the absolute best customer service experience every single time - or don't do it.

Bio and Interests: Rachel Evans

Rachel Evans — Mon, 28 Jul 2008 10:54:30 -0400

Customer Experience

Bernhard Schindlholzer — Tue, 22 Jul 2008 05:53:50 -0400

This group is a plattform for professionals to connect and exchange ideas around for designing and delivering remarkable customer experiences.

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 Engagement

Virginia Rousseau — Tue, 03 Jun 2008 13:43:30 -0400

The best business referrals come from enthusiastic customers.

Do you really know what the customer experience is like with your company?

Internal feedback systems are biased and filled with potential errors. By examining the entire customer experience, only a third party can effectively obtain truthful answers and define the greatest needs for improvement. ONeal Consulting effects employee change that results in immediate customer experience improvement which makes the customer your best advertiser.

Customer Experience is more than Customer Care

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

The Employee Factor

Judy McLeish — Tue, 29 Apr 2008 12:41:55 -0400

The Employee Factor blog is focused on helping companies create and execute consistently different customer experiences through enabling employees their employees to deliver them.

Bio and Interests: Christine Tonkin

Christine Tonkin — Fri, 25 Apr 2008 18:41:33 -0400

I consult with business leaders to diagnose, design and implement customer-centric business solutions

• Proven training, coaching and research skills
• Leader in diversity, inclusion and cultural competence
• Excellent facilitation and presentation skills
• Strategic thinker
• Ability to drive successful results
• Bachelor of Liberal Arts, Psychology (magna cum laude)
• Eye for detail; sense of humour

Grocery Store of the Future

Mike Wittenstein — Wed, 02 Apr 2008 23:09:56 -0400

This commerical was aired byIBM in the late 90's to describe an ideal future--powered, of course, by its own technologies. This is the kind of totally compelling story that more ideas need to get through the many filters we all have that predispose us to not allow new ideas. So, grab people emotionally where it matters, surprise them, unexpectedly please them. Make them remember your 'future' ideas in their present.

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.

Bio and Interests: Stephanie Weaver

Stephanie Weaver — Tue, 26 Feb 2008 13:11:33 -0500

I love working with people who are passionate about creating great experiences, whether that's through design, research, or customer service training.

Keeping the Customer central in the experience

Thomas Grounds — Mon, 18 Feb 2008 14:53:00 -0500

A collection of thoughts, trends and suggestions around apply technology to enhance the Customer Experience.

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.

Personal Board of Advisors

David Sandusky — Sun, 27 Jan 2008 13:39:53 -0500

Ideas and discussion on anything related to your brand. Creating a sustainable competitive advantage with a personal brand experience that stays top of mind with your growing network. Great companies have a diverse advisory board, so should people - this blog will have a diverse topic base related to information important to creating and inspiring that successful experience others have with YOU.

Bio and Interests: Thomas Grounds

Thomas Grounds — Thu, 20 Dec 2007 20:48:37 -0500

Mr. Grounds has over twenty years of project management and development experience in organizations ranging from discrete and process manufacturing to service organizations and wireless telecom providers. During his consulting and IT career, Mr. Grounds' focus has been in the areas of IT Strategy, design and implementation of custom software solutions, facilitation of enterprise software selection projects and the application of software engineering best practices as well as large-scale project management.

Bio and Interests: Craig Wilcox

Craig Wilcox — Thu, 20 Dec 2007 20:48:23 -0500

I am a people person, and I can get along with all kinds of people. Bottom line is that I'm pretty open minded, just as long as you don't try bringing tattoos into my life. I'm very traditional. New is nice, but there's something to be said about things that are tried and true. My spare time includes at least one adventure every weekend involving a Nikon or my bicycle. Sometimes I mess up, like my recent run-in at 30 MPH with said bike and a jaywalking deer.

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