Social media is enough to make any Marketing VP think they’ve found the Promised Land. Online global communities with easy access, no cost to participate and literally millions of people and companies joining every month, driving traffic estimates to the stratosphere. Social networks and their blistering growth is ... Read More
Category Archives: 4. Experience Results
Ritz Carlton Sends an Office Chair
The Office Chair Request
I was out searching for stuff on business transformation and stumbled upon this rather old comment by Wally Bock included on Tom Peters blog in a post authored by Steve Yastrow about Customer Relationship ... Read More
The Early Days at Imation Set Focus on Customers
Structure signals intent, both to employees and to the customers served.
When 3M Company spun off Imation, a new independent business, management immediately reorganized around four distinct types of customers. These new business units had unique needs that were impossible to meet when the company was organized around products. The hardest part of making the strategy work at Imation was getting the right ... Read More
Too often, hope seems to be our only strategy
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A study of North American businesses indicated that 96% of senior executives believe it is critical or very important to improve the customer’s experience. The same study found that at best only 61% met customer needs. [1] Is that ... Read More
Phone Hell and the Customer Experience
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The holidays have given me more time than usual to call companies from whom I either purchased something and they got it wrong, or I wanted to ... Read More
Customer Service Secrets from Zappos
By Randy Saunders
In the latest Customer Creation podcast, Blake Landau interviews Maura Sullivan and Rob Siefker from the Zappos call center management team.
Maura and Rob have both worked for Zappos since the ... Read More
United Airlines Breaks Guitars
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The one theme that runs through this online saga about the perfect customer experience is that it is the people working inside each company who are the ones that make or break the perfect customer experience.
Business is all about how to make customers lives somehow better. If you can’t help them, you shouldn’t be in business.
Do you want to become ... Read More
Extreme Experience: Zip-lining and Hocking Hills Ohio
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This weekend I went to Hocking Hills OH for a weekend getaway with my 5 siblings and our families. Hocking Hills is a regional treasure in southeast Ohio.
Our first activity was zip-lining. We booked through Hocking Hills Canopy ... Read More
The Happy Roofer
He came to us because other customers were happy with him and his company. “They did what he promised, “ we were told. He came to our house ready to help. He had a big smile. He was not pushy. He tried to help us buy instead of a hitting us with a hard-sale approach. He was winsome. Carried in one roofing sample after another into our home. We narrowed our preferences.
He took satellite photos of our home so he could estimate accurately. He set up an appointment with our insurance company since he spotted signs of wind damage. They met and went up on the roof together (I don’t do heights so I stayed on the grass). They agreed on a price. I agreed with them.
Then we wanted to see roofs that his company had installed with the shingle colors we liked best. That took ... Read More
Are “Good Places to Work” for Real?
One thing we all know about customer experience is that happy, satisfied employees tend to deliver a better experience to customers. You know, the companies with employees who leap for joy, who high-five because their jobs are so fulfilling. And who go out of their way to make their customers equally happy.
So it would seem that companies listed on one of the many “Best Places to Work” would be candidates for “Best Customer Experience” as well.
There’s just ... Read More