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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.
Posted: August 30th, 2009 under Business, Call-Center, Customer Experience, Customer Retention, Information Architecture, Privacy & Security, Ramblings, Standing Out, Usability.
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Value is a matter of perception.
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 [...]
Posted: May 7th, 2009 under Business, Customer Experience, Customer Retention, Marketing, Ramblings, Social Media, Standing Out.
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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). [...]
Posted: December 5th, 2008 under Banking, Behavioral Research, Business, Customer Experience, Customer Retention, Innovation, Marketing, Standing Out, Web 2.0.
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