On June 22nd and 23rd, Forrester Research held their first ever Customer Experience Forum at the Grand Hyatt in NYC with this timely theme; The Customer Experience Journey: Keeping Momentum in a Downturn. They work hard at keeping it real and relevant. First let’s get the Wordle thing out of the way. I took eight pages [...]
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Note to Consumers, Operators are Standing By
May 30, 2009
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A growing number of consumers are posting comments about a product or experience they’ve had with a brand on a blog or Twitter and expecting the company to come right back that same day with a personalized message and solution. I’ve seen isolated incidents where some consumers return to the network within hours and remark [...]
Read moreImproving the Customer Experience Begins with Active Listening
May 13, 2009
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This is an expanded version of a presentation I gave at the Customer Experience Summit on May 13, 2009 at The Art Institute of Chicago. The event was hosted by TeaLeaf and OpinionLab. Feedback, Voice of the Customer, whatever you want to call it is not new. It was born with that first comment or letter to Customer [...]
Read moreBarnes and Noble.com Making Progress
January 25, 2009
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I know, I know, Amazon is where everyone goes to buy books, videos, even snow blowers. But for the pure book person, like me, Barnes and Noble is still the preferred destination. Clearly Amazon’s site has been ahead for years, but the in store experience is not available to Amazon customers. I don’t care what [...]
Read moreAmerican Airlines Charges $15 to Send an E-mail!
December 24, 2008
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I booked a flight for myself and family to visit my mother and sister during the holidays. The tickets were pretty expensive so we elected to use miles. The day before the flight, while I was making a car service reservation, I discovered that my outbound flight was no longer listed. I logged onto aa.com [...]
Read moreLast and Final from the Forrester Consumer Forum 2008
November 8, 2008
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As mentioned in the last episode, this post will skip the Forrester speakers and customer presentations and cover one of the “outsiders.” Forrester always places a strong speaker at the end of the second day in an attempt to help keep their attendees on site. It usually thins out anyway, but for those who stay [...]
Read moreI’m Going to Stop Messin’ with Texas
November 3, 2008
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I’ll admit it, I have never been a fan of Texas. There’s a lot of baggage there for me; Oil, JFK, Bush, free use of the death penalty. But I’m softening my position on Texas. Why? I attended a conference there for four days last week and I couldn’t say where I was ever treated [...]
Read moreForrester Consumer Forum 2008: Maslow is Dead – First in a Series
October 31, 2008
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I attended the Forrester Consumer Forum in Dallas earlier this week. It was my 16th Forrester event which speaks volumes about how I respect the company, value their people and study their work. It’s a day and a half of data, insights and big thinking with a sprinkling of small track sessions scaled down to [...]
Read moreA Remarkable Customer Experience
September 14, 2008
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My brother-in-law, Michael Roberts sent me this video last week. You may have seen it, maybe you haven’t. Please watch it. It’s called The Simple Truths of Service, and comes from the work that Ken Blanchard and Barbara Glanz have done as management consultants. I have taken a number of Blanchard classes and read his [...]
Read moreAsleep at the Wheel – Why Consumers Forgot About American Cars
September 1, 2008
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This post is in response to George Colony’s CounterIntuitive blog challenge, why can’t America build great cars? George, in a way it’s not their fault. Like many things America has done so well over the last 100 years, we find ourselves with some pretty smart competition these days. It used to be said, “They make [...]
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