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Customer Experience

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10 Ways to Put a Smile on Your Online Customers’ Faces

10 Ways to Put a Smile on Your Online Customers’ Faces
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A Baker’s Dozen Ways to Move Past the If-Thens by Really Thanking Customers

A Baker’s Dozen Ways to Move Past the If-Thens by Really Thanking Customers

Customer Experience

Many companies offer customers and employees incentives and rewards, and that’s great. But these are typically expected and attached to an “If___ then___” Sign up now and get 1 month... read more

The High Cost of Customer Inconvenience: Gradual (Then Sudden) Failure

The High Cost of Customer Inconvenience: Gradual (Then Sudden) Failure

Customer Experience

Seth Godin might not be a household name for most people, but in the marketing world, he’s widely-known through his books, speaking engagements and blog. Which is why this blog... read more

The Way to A Customer’s Heart is Through Obsession - Case Study

The Way to A Customer’s Heart is Through Obsession – Case Study

Customer Experience

App-crazy consumers are very adept at managing several communication modes at one time. Whether it’s on the web, the phone, text or talking, people today are immersed in data and... read more

Drive Customer Loyalty By Truly Getting to Know Your Customers: Part II

Drive Customer Loyalty By Truly Getting to Know Your Customers: Part II

Customer Experience

What is “customer loyalty” exactly? What is that sticky, though sometimes nebulous quality that causes customers to choose a brand again and again? For different products, the reasons why people... read more

Nailing Customer Loyalty in the Era of the Distracted Customer

Nailing Customer Loyalty in the Era of the Distracted Customer

Customer Experience

When Peter Shankman joined AOL to help create it’s customer-facing newsroom, he was so early in the game that his AOL email address was peter@aol.com. The first rule for his... read more


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Lessons in Experience Planning from the Masters

Lessons in Experience Planning from the Masters

Customer Experience

Ask any parent and they’ll tell you that a family vacation is often something that feels anything but relaxing. Traveling with kids can be stressful and parents are never really... read more

Will “Brilliant Machines” Challenge Customer Experience Management?

Will “Brilliant Machines” Challenge Customer Experience Management?

Customer Experience

Aren’t those “Brilliant Machines” commercials from GE fun? Seeing beloved characters like the robot from “Lost in Space,” Lt. Commander Data from “Star Trek: The Next Generation,” Agent Smith from... read more

An Opportunity to Walk in the Customer Support Center’s Shoes

An Opportunity to Walk in the Customer Support Center’s Shoes

Customer Experience

The Customer Experience No doubt that customer service is a great differentiator. This is especially true in a world where a customer, depending on what they need, has many choices... read more

Unique, Differentiated?  But Are You Relevant?

Unique, Differentiated? But Are You Relevant?

Customer Experience

It’s critical that we differentiate our offerings and solutions from the alternatives the customer is considering. Marketing, product management, and sales all spend endless hours trying to figure out that... read more