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    What American Taxi is doing wrong… (and maybe you too)

    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.

    Keeping up with the times (and your users)

    Everything changes all the time; it’s just the nature of our modern world.  The real problem is not how fast things change but how out-of-control we usually feel for not knowing where all these changes will eventually lead. We are all afraid of missing the boat for the next big thing. Social Media, Netbooks, multi-touch […]

    Belkin puts a price on its Customer Experience: 65 Cents

    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 […]

    Good Experience is the Best Strategy in an Economic Crisis

    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). […]