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.

Usually, I don’t use this space (my personal blog) to talk about Twitter stuff, but a couple of friends started a new trend on Twitter that has the potential of making my Friday’s tweets way easier…
If you have been on Twitter long enough, you surely have heard already about #FollowFriday (if you didn’t, here’s a [...]

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 work [...]

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 customer [...]

 
I am now totally addicted and dependent on my iPhone.  The thought of being without it gives me shivers, so you probably can relate when, on a Saturday morning, all my songs went mute and I realized the problem was with the phone itself instead of the earbuds.
Long story short:

I called Apple’s technical support and, [...]

It’s sad to admit it, but good customer experience is rare.  So rare that when we get one we feel all warm, fuzzy and surprised and run to tell everyone about it.   So rare (unfortunately) that even working this field, I don’t see good examples of CX quite often enough.
This weekend, I had some exceptional customer [...]

 In a recent post,  The “ART” of Being Genuine,  Kathryn Jennex (aka @northernchick) generated a very passionate discussion about what it is to be “genuine.”
It is a great post and I recommend reading it with all its comments but, apart from the insight on human relationships and perception, the post really got me thinking about how [...]

I don’t know anyone who would want to be wrong. 
Our culture is wired with a deep, primal need to always be right, which leads us to deceive ourselves into believing we actually are always right, which again leads us to believe that everyone else is wrong.   (Wait… WHAT??!?)
Normally, one would think this is just another [...]