The Perfect Customer Experience

Turning Satisfied Customers into Advocates – Dale Wolf, Editor

The Perfect Customer Experience - Turning Satisfied Customers into Advocates – Dale Wolf, Editor

Female Brain Drain Clobbering Britain?

A bit of a light-hearted customer experience. The Aussies have it when it comes to British women.

BusinessFinanceLink’s most recent newsletter:

With promises of plentiful sunshine, affordable homes, low crime, good jobs, and lots of single men, Southern Australia is luring Britain’s highly skilled, young women to its shores. An estimated 50,000 British women are packing up for Australia each ... Read More

The Customer Experience of a US Citizen

Opinion by Dale Wolf

I could not agree more that we need change in this country. Why? Because, as customers of the Federal and State governments, we are getting a bad deal. Or at least it feels that way to this one customer.

When we get a good customer experience, we repeatedly go back to the same provider – time after time. We feel we are getting a good value. We are getting good service. The vendor is meeting our needs. That’s what this whole movement about customer experience management is about. Corporations that want to succeed are making the change – some faster than others. Mistakes are being made along the way. The ... Read More

The $35 Billion Give-Away that Feels Good

Giving is as important an experience as taking. In fact, giving is a great experience that most of us take seriously.

As we all know the US government is frequently accused of stinginess when it comes to foreign aid. But the story does not stop there. US citizens and business leaders seem to realize that it is not the government that is responsible for caring for the poor of the world … it is our collective but individual responsibility. And this is where Americans step up to the plate and lead all countries in supporting the poor of the world. The Economist recently reported that donations from individuals and businesses are incredibly high.

American private giving to poor countries ... Read More

Let’s Be Positive and Avoid the Negative

Editor’s Note: This article came to me in a newsletter by Jim Ward, president of BrainSell Technologies, and it resonated so well with my thinking that I felt compelled to share it with you. You can subscribe to his newsletter at

– – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – –

I’m not a big fan of ... Read More

Could Facebook be the New Replacement to TV?

The world of social media is changing faster than you can say your own name. More and more businesses are launching growth engines inside social engines. It is all part of the realization that we must get closer to where the customers are. Traditional media are shriveling like a flower under a heat lamp while new social media and social networks are making the personal connections. Take this one as reported by B2B Magazine:

Visa announced it has launched the Visa Business Network on Facebook. The application is designed to connect businesses on the social networking site. Visa also partnered with AllBusiness, Entrepreneur,, Google, ... Read More

Matt Maupin — He Served to Save Us All

You probably saw the story on the national TV news — about

My friend Steve Kayser reflected on Matt’s life and on the evil that ended his life. Steve writes so that every reader feels the story.

In the video, the soldier identified himself as “Private First Class Keith Matthew Maupin,” a standard procedure followed by prisoners of war. It’s supposed to help protect their rights under the Third Geneva Convention.

I encourage you to take 5 minutes on his story: ... Read More

Feeding the Right Wolf

What you might ask does this old Cherokee story have to say about delivering the perfect customer experience?

One evening an old Cherokee told his grandson about a battle that goes on inside people. He said, ‘My son, the battle is between two ‘wolves’ inside us all.

One is Evil. It is anger, envy, jealousy, sorrow, regret, greed, arrogance, self-pity, guilt, resentment, inferiority, lies, false pride, superiority, and ego.

The other is ... Read More

Week Links / Best of the Web
March 1, 2008

Maybe the Worst Customer Experience Team in the History of Business

Talk about bad customer experiences, how about what’s happening at Sprint?

According to C-net, for several quarters Sprint has been plagued by massive customer defections. Sprint just reported it had lost 683,000 customers in the fourth quarter. Company executives said Sprint Nextel will likely lose another 1.2 million post-paid customers in the first quarter of 2008. Post-paid customers are customers who pay a monthly bill. And they are often considered highly coveted in the wireless market.

Meanwhile, Sprint rivals Verizon Wireless, AT&T and T-Mobile gained subscribers in the fourth quarter. In fact, T-Mobile, which ... Read More

Not Taking Yourself Too Seriously Is Great Marketing Too

Louis Columbus, Cincom

Earlier this month I was in Hawaii on vacation and the radio spots Senator Obama had going were excellent marketing, as they mixed his Hawaiian heritage, also combining a sense of humor and sense of responsibility for the future On Election Day there the lines around the elementary schools of Waikiki stretched nearly a quarter of a mile to vote – some had not voted in years. Senator Obamas’ messaging in the state where he grew up was spot on; he stressed native ties and a sense of being in touch with today, yet also being real enough to at times poke fun at himself too. Winning the state with 76% of ... Read More

Week Links / Best of the Web
Feb 23, 2008

Marketing To Women; The Root of All Profit — By Ross Shafer

Not only do women tend to complain about the perpetrator, but they also tell everyone else about the experience. Faith Popcorn, author of, "EVEolution – Understanding Women," says that the average satisfied female customer will recommend a service, shop or client to 21 other people. Since women speak an average of 20,000 words a day – vs. a man’s 6,000 – women were indeed the first "viral marketing" machine. Therefore, when women have a good feeling about your company, it can create a vast army of female unpaid spokespeople ... Read More

Gas Prices Rain on Customer Experience

By Dale Wolf

What industry for the past year has given you the most rotten customer experience. I know a lot of people will jump immediately on mobile phone service providers and others will jump on the airlines. For me, it is the oil industry. They have given consumers nothing but fear, uncertainty and doubt.

They have jacked up the price of oil so that it trades with gold, diamonds and rhodium. As consumers of oil, we are held powerless. Just keep shelling out more today than yesterday for the same stuff that sits in the tanks below the gas stations that run our cars and trucks and the same stuff that sits in vast stores of natural gas that heat our homes.

Speculators have take the oil business over and they are ruthlessly driving the customers of oil into the ... Read More

Why Oracle May Want As An Investment: Check Out These Reports

Louis Columbus Cincom

There have been a few e-mails and comments about being potentially acquired by Oracle Intrigued by the rumor, I also checked out all the available investment firms’ analysis of this year. I’ve posted all five below.

Be sure to look at the KeyBanc one as it has a great valuation analysis in it. The bottom line is that buying even at $75 a share looks like a good investment while getting needed additional resources for international expansion and product line breadth to stave off what many investment analysts consider to be their greatest potential threat, Microsoft.

... Read More

Page 99: A Must-Read Book Lover’s Blog

Louis Columbus, Cincom

Nicholas’ Carr’s blog, Rough Type today mentions 99 Pages a blog based on the advice of Ford Madox Ford who once said, in discussing how to choose whether or not to read a book, "Open the book to page ninety-nine and read, and the quality of the whole will be revealed to you." Nicholas Carr was invited to contribute from his most recent book, The Big Switch, and his entry can be found ... Read More

Why Sales 101 No Longer Works

By Thomas A. Freese

To me, it’s ironic that the world of strategic sales training has stayed pretty much the same over the last 15 years, but for most companies, the selling environment has changed dramatically. Consequently, salespeople are having to work harder to penetrate new accounts, while prospective customers are working even harder to keep salespeople at bay.

Don’t blame the customer. In the past decade, downsizing and acquisitions have burdened corporate decision-makers with greater responsibility, oftentimes ... Read More