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 […]
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 […]
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 […]
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 […]
It’s interesting how you can find Customer Experience wisdom in the strangest places. The message I got for this post came in fact from a novel I was reading yesterday (The Dark Tower III, by Stephen King). In it, two of the main characters were discussing odd human reactions to certain situations when making decisions. […]
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). […]