http://www.customerexperience.org Curated Customer Experience Content Fri, 16 Mar 2012 03:31:22 +0000 en hourly 1 http://wordpress.org/?v=3.1.1 http://www.customerexperience.org/cx-feed-march-15-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-march-15-2012 http://www.customerexperience.org/cx-feed-march-15-2012#comments Fri, 16 Mar 2012 03:31:22 +0000 Scott Buchanan http://www.customerexperience.org/?p=1067 Continue reading →]]> SETH GODIN… POOR CUSTOMER INTERACTIONS ARE “SCALABLE ENGINES OF ANNOYANCE”. Nice rant from marketing guru, Seth Godin, on his blog. He makes the point that to get a customer’s attention with an ad you have you to yell. With a call center, you have their undivided attention. Delivering an exceptional experience is an unmatched marketing opportunity.

]]> http://www.customerexperience.org/cx-feed-march-15-2012/feed 0 http://www.customerexperience.org/cx-feed-march-14-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-march-14-2012 http://www.customerexperience.org/cx-feed-march-14-2012#comments Wed, 14 Mar 2012 16:18:25 +0000 Scott Buchanan http://www.customerexperience.org/?p=1065 Continue reading →]]> NEIMAN MARCUS USES TECHNOLOGY TO TAKE PERSONAL SHOPPING TO NEXT LEVEL. Download an app for your phone that recognizes when you walk through the door of a Neiman Marcus store. It will instantly tell you which Sales Associates are on duty, so you can find your favorite, and will feature deals based on your interests / past purchases. Sales Associates similarly see when you enter… receive a Facebook photo of you, so you can be identified, and get a record of your purchase history — allowing for a more personalized shopping experience.

]]> http://www.customerexperience.org/cx-feed-march-14-2012/feed 0 http://www.customerexperience.org/cx-feed-march-13-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-march-13-2012 http://www.customerexperience.org/cx-feed-march-13-2012#comments Wed, 14 Mar 2012 03:01:20 +0000 Scott Buchanan http://www.customerexperience.org/?p=1063 Continue reading →]]> GIVE IT FIVE MINUTES. This post is making the rounds… a simple one from 37 Signals. The gist is that its human nature to sometimes over-react, but if we suspend judgment just five minutes we give ourselves time to assess how we really feel about an issue and whether or not it is worthy of debate.

]]> http://www.customerexperience.org/cx-feed-march-13-2012/feed 0 http://www.customerexperience.org/cx-feed-march-6-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-march-6-2012 http://www.customerexperience.org/cx-feed-march-6-2012#comments Tue, 06 Mar 2012 05:18:32 +0000 Scott Buchanan http://www.customerexperience.org/?p=1060 Continue reading →]]> BANANAS, WATER JETS AND EMPLOYEE MINDSETS. The Harvard Business Review blog covers how you can better understand employees’ mindsets… by getting to ‘why’. Why they think certain ways and take certain actions. Don’t settle for monitoring what they do, understand why they do it. The latter third of the article is an interesting story of monkeys, bananas and an interesting social experiment… hopefully that’s enough to pique your curiosity.

]]> http://www.customerexperience.org/cx-feed-march-6-2012/feed 0 http://www.customerexperience.org/cx-feed-march-5-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-march-5-2012 http://www.customerexperience.org/cx-feed-march-5-2012#comments Mon, 05 Mar 2012 16:24:05 +0000 Scott Buchanan http://www.customerexperience.org/?p=1058 Continue reading →]]> TWO SITUATIONS WHERE LOYALTY PROGRAMS DRIVE VALUE. Don Peppers writes in Fast Company about two situations where loyalty programs work: (1) When a small subset of your customer base drives the majority of your business (e.g. airlines), and (2) When you can customize sales & marketing based on highly detailed customer data (e.g. Tesco). That noted, the average American subscribes to 18 loyalty programs, so chances are that many are falling somewhere outside Peppers’ two identified sweet spots.

]]> http://www.customerexperience.org/cx-feed-march-5-2012/feed 0 http://www.customerexperience.org/cx-feed-march-4-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-march-4-2012 http://www.customerexperience.org/cx-feed-march-4-2012#comments Mon, 05 Mar 2012 04:10:17 +0000 Scott Buchanan http://www.customerexperience.org/?p=1056 Continue reading →]]> BEST WESTERN IS A SOCIAL BUTTERFLY. Many companies collect social feedback in a cocoon. Best Western offers a great example of a maturing feedback program. Check out the Lessons Learned at the bottom of this Customer Think article. Best Western has found the right solution partner, pushed them to innovate, integrated its feedback channels, and then demonstrated exceptional customer listening.

]]> http://www.customerexperience.org/cx-feed-march-4-2012/feed 0 http://www.customerexperience.org/cx-feed-march-2-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-march-2-2012 http://www.customerexperience.org/cx-feed-march-2-2012#comments Fri, 02 Mar 2012 20:43:14 +0000 Scott Buchanan http://www.customerexperience.org/?p=1054 Continue reading →]]> EXPERIENCE IS THE NEW MARKETING. Here’s an ad exec’s view of how important ‘experience’ is to marketing. There’s a neat breakdown of experience into five component parts (sensations, actions, space, situations, impressions). They feel a little soft, but may inspire a new idea or two.

]]> http://www.customerexperience.org/cx-feed-march-2-2012/feed 0 http://www.customerexperience.org/cx-feed-february-22-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-february-22-2012 http://www.customerexperience.org/cx-feed-february-22-2012#comments Wed, 22 Feb 2012 22:22:59 +0000 Scott Buchanan http://www.customerexperience.org/?p=1050 ALL CUSTOMERS SHOULD NOT BE TREATED EQUAL. In his ongoing series addressing CX mistakes, Bruce Temkin emphasizes that not all customers should be treated equally. There’s a focus on segmenting, and even on creating segment-specific customer experiences.

]]> http://www.customerexperience.org/cx-feed-february-22-2012/feed 0 http://www.customerexperience.org/cx-feed-february-16-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-february-16-2012 http://www.customerexperience.org/cx-feed-february-16-2012#comments Fri, 17 Feb 2012 04:53:42 +0000 Scott Buchanan http://www.customerexperience.org/?p=1048 Continue reading →]]> 67% OF RETAILERS RANK CUSTOMER SATISFACTION AS THE #1 PRIORITY FOR 2012. The National Retail Federation just completed its annual study and found a more intense focus on customer experience and loyalty than ever before. Huge components of that were personalizing online and mobile-based buying experiences.

]]> http://www.customerexperience.org/cx-feed-february-16-2012/feed 0 http://www.customerexperience.org/cx-feed-february-14-2012?utm_source=rss&utm_medium=rss&utm_campaign=cx-feed-february-14-2012 http://www.customerexperience.org/cx-feed-february-14-2012#comments Wed, 15 Feb 2012 05:46:16 +0000 Scott Buchanan http://www.customerexperience.org/?p=1046 Continue reading →]]> DO YOU NEED A CHIEF CUSTOMER OFFICER? ABSOLUTELY YES & ABSOLUTELY NO. The CCO title is appearing more frequently in large organizations and Bruce Temkin asks the question, ‘Do you need a CCO?’ His answer is “absolutely yes” (when the organization is truly committed to customer experience), and “absolutely no” (when the organization is not committed).

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