Standing Out From The Crowd

Lots of companies make the mistake of believing that just creating an online version of your services is enough to minimize costs, increase ROI and expand your market share. What they forget is that bad implemented solutions (or weakly integrated channels) can hurt the customer experience more than the lack of service in the first place.

Last week I participated in a very good discussion about the value of a service from both the agency and the client’s perspectives (see the post that originated the discussion and the follow-up post, both by @ginidietrich from Arment Dietrich PR). It’s very interesting to see how passionate people are about the value of their [...]

Why put the responsibility on customers to check out recalled products that can hurt or, sometimes, even kill them?  Yes, companies (or interested parties) try all they can to push the information to all involved so they can take action before something happens, but why not use the power of technology to avoid a potential [...]

Some companies may say that a good experience is priceless, but it seems that someone at Belkin really thought that he could get a few good experiences for a lot less and now the company is paying a steep price to recover their customers’ trust. The (dumb) idea was simple in concept: use Amazon’s Mechanical Turk [...]

In the midst of the economic crisis, while most banks are trying to keep attracting customers by offering higher interest savings and money market accounts, one bank (PNC) is thriving by focusing on delivering a unique online customer experience, specifically designed to target the generation Y (people aged 18 to 34, according to PNC demographics). [...]

Sometimes companies will bend backwards, and spend a lot of money, creating ad concepts that will highlight how great their Customer Experience is, but no matter how much one invests on marketing campaigns, if the ACTUAL experience doesn’t correspond to what you’re promising, the message you send to your customers will be completely different. One of [...]

Stop right there! If you were looking for some “how to improve your love life” article, you came to the wrong place. Rather, I would like to explore how the emotions involved in customer relationships are strangely similar to those you have with your loved ones. … Well, customers may be willing to share the [...]

As expected, what really stands out about the new Apple iPhone isn’t the multitude of features squeezed into it, but rather its usability and the overall Customer Experience provided. Apple understands the importance of superior usability to enhance the Customer Experience and has done an excellent job of this since rolling out the first Macintosh.  [...]