Standing Out From The Crowd

I am proud to announce that Vox’s 2007 Automobile Insurance Mind Model Study is now available (this represents a considerable part of my work, so I better be proud ). 
Anyway, the study examines the online channel to determine industry-wide norms and discover why companies succeed or fail in attracting and retaining customers.
If you want […]

In my last post (”Welcome Back! Long Time, No See“), I commented on how face-to face interactions are being affected by the reliance on technology, subsequently missing real customer relationship development opportunities. After posting it, I realized that it wasn’t very fair. Technology and CRM tools can be useful for improving the Customer Experience in […]

For the past 4 months I’ve been helping to conduct a study about the Online Customer Experience on the U.S. Banking Industry.  The study is called “Mind Model” and is finally available for free download from Vox Inc at http://www.voxinc.com/banking-mind-model.htm.
The Banking Mind Model Representation is a general analysis of how Banking industry websites are represented […]

Here are two examples in the opposite side of the Customer Experience spectrum:
The first one was pointed out today by Seth Godin in his blog and is a perfect case of holding a grudge against your customers without learning how to deal with them. At the “Four Paws Design” website, an oblivious customer may find […]