Category: Customer Service

• Brand Convergence Cross Channel Experience Culture Customer Engagement Customer Experience Customer Service Design Forrester Research Multichannel

  Outside In: Forrester Customer Experience Forum 2012

  Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully designed to support and provide real world examples connected to the upcoming book Outside In by Kerry Bodine and…

  July 1, 2012
• Customer Experience Customer Service Facebook Personas Social Media Social Networks Twitter

  Improving the Customer Experience with Social Media

  I have been thinking lately about how customers form their perceptions of brands and what we can do about influencing those memories. Brands and products can easily become look alike commodities, which makes gaining mind and wallet share more difficult. Brands want to be distinctive, stand out among the crowd…

  May 5, 2012
• Customer Engagement Customer Experience Customer Service

  A Good Customer Experience is a Positive Company Outcome

  Customer experience can have numerous meanings, mostly likely driven by where you work in a company. I have been polling people for a while now about what Good Customer Experience means, the other kind doesn’t much matter, and have distilled those replies into the following definition. Good Customer Experience:  An…

  June 27, 2011
• Convergence Customer Engagement Customer Experience Customer Service Disney Multichannel Process Social Media Technology Twitter

  Say Goodbye to the Call Center

  Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront of how corporations are dealing with customer care and customer experience in this rapidly evolving digital landscape. We used to call it Web 2.0, but…

  May 13, 2011
• Customer Experience Customer Service Social Media

  Note to Consumers, Operators are Standing By

  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…

  May 30, 2009
• Airline Travel American Airlines Customer Experience Customer Service

  American Airlines Charges $15 to Send an E-mail!

  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…

  December 24, 2008
• Cross Channel Experience Customer Experience Customer Service Forrester Research Social Computing Social Networks Usability User Experience

  Forrester Consumer Forum 2008: Maslow is Dead – First in a Series

  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…

  October 31, 2008
• Customer Experience Customer Service User Experience

  How to Frustrate Your Site Users

  AT&T is my home telephone provider. I switched from MCI WorldCom (remember Bernie Ebbers now incarcerated for fraud and conspiracy) because MCI couldn’t understand that they needed to come to my newly constructed home to actually connect the phone wires from the outside of the house to the inside switch…

  May 13, 2008
• Convergence Customer Experience Customer Service Signs

  543 Parking Spaces Remaining

  April is a heavy travel month. Three business trips plus a very much anticipated week long vacation; a delayed spring break. Today my travels have taken me to Columbus, Ohio, spending two nights in a Hilton Hotel near a new and brisk residence and shopping district (Easton). While we were…

  April 2, 2008
• Customer Experience Customer Service Netgear Technology Usability User Experience

  Netgear Fails to Connect on First Impression

  In a previous post I wrote about a great out-of-the box customer experience I had with an Olympus E-510 SLR digital camera. Of course for every great experience there is likely to be one not so great. I think you know what’s coming. Very recently I opened up a new…

  January 19, 2008