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Thursday, July 29, 2010
The experience was memorable even though the weather wasn’t exactly…we now understand why it’s called the off-season. Examples of how they bring this to life: The Customer Experience – not only do they understand how you might want to spend your time on vacation, they anticipate it. Tags: customer experience It was terrible.
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Thursday, July 29, 2010
The experience was memorable even though the weather wasn’t exactly…we now understand why it’s called the off-season. Examples of how they bring this to life: The Customer Experience – not only do they understand how you might want to spend your time on vacation, they anticipate it. Tags: customer experience It was terrible.
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Sunday, July 11, 2010
was working on a project over the weekend and thinking about the entire experience we were building for prospects with content. When I talk about the content experience, I'm talking about the comprehensive experience over the long-term complex buying process. What's important is what happens next. How did you want it to?
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Tuesday, April 24, 2007
Ron Shevlin’s comment on yesterday’s post concludes that “without more disruptive changes (re-org and fundamental change in strategy) -- even starting with a focus on the "customer experience" won't guarantee a sustained change.” Customer experience” and “customer experience management” are not goals in themselves.
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Thursday, April 30, 2009
The project has been under way for some time, but its release got me thinking about the future of the SaaS application experience. Much of the discussion around the user experience that a software vendor provides is focused on the technology itself. Currently, these three main areas of experience with an application are separate.
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Friday, February 23, 2007
I’ve written a great deal recently about the importance of Lifetime Value as a measure to guide customer experience management. If we want to use LTV as a customer experience metric, we need a LTV calculation that works at the level of customer experiences. The real challenge is assembling the experience data itself.
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Tuesday, January 20, 2009
Yesterday, @micah posted this Tweet that caught my attention: "But isnt experience just a subset of knowledge? I gain knowledge through experience, but not the other way around?)" What can you do to make their experience even better quot; When marketing for the B2B complex sale we know we have to share knowledge.
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Wednesday, April 22, 2009
The Five Minute Experience. What southwest does is turn these four to five minutes to create a memorable experience. To make this easier for you, just cut and paste the below: How Southwest Airlines creates a brand experience in 5 Minutes by @csalomonlee: [link]. . . Southwest Rapper. Click on image to play video. .
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Wednesday, May 26, 2010
My friend and former business partner Michael Hoffman of ClientXClient recently sent a copy of his new book Customer Worthy , which explores use of his customer experience management tool, the CxC Matrix. Tags: cxc matrix clientxclient customer experience management
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Tuesday, October 7, 2008
didnt see anything surprising in the report, but what you will find is proof that what youve been hearing, experiencing and seeing is true and not going away any time soon: Customers care deeply about the experience they have with your company. In fact, more of them are taking action in response to bad experiences—28% more since 2006.
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