The Perfect Customer Experience

Turning Satisfied Customers into Advocates – Dale Wolf, Editor

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

Corporate Social Networks Catching On

Social networking is going well beyond Facebook and MySpace into corporate community building.

The New York Times announced on its website that they are launching a public beta social network called "TimesPeople." This social networking site  lets Times readers connect and share comments about Times’ content and topics of interest. TimesPeople also allows readers to share ratings and recommendations of movies, theater, restaurants and hotels. Members of TimesPeople may also have profile pages, which display their public actions and the actions of other users. Readers can sign up for the social networking site at

Cincom Systems has also launched a domain on Twitter … … where visitors can stay in touch with happenings at the 40-year old software company. This type of Twitter corporate site is especially good for keeping journalists up to speed — already Walll Street Journal, CNET News, Information Week, Harvard Business Review, Computer World and Gartner are following the tweets at the site. The Twitter site is managed by Cincom PR Director Steve Kayser.

Amazon … For a Great Customer Experience

By Dale Wolf

I hope you did not miss the article in New York Times Online by JOE NOCERA on his experience with Amazon and its commitment to customer experience. There are so many “bad customer experience” stories on blogs (even this one) that it is refreshing to see a good one that puts Jeff Bezos philosophy, mission, commitment to customers in front of such a large audience as the NYT reaches.

Maybe this will inspire other companies to see the revenue potential in serving customers well.

No Company is Perfect …
But it is the Goal of Winners

I can probably count on getting emails or comments from people who have had bad experiences with Amazon. No company is perfect. We love Amazon or we don’t. We love Starbucks or we don’t. We love Virgin Airlines or we don’t. We love Netflix or we don’t. We love Apple or we dont. We love Citibank … well according to a long list of ranking services I read the other day, almost no one loves Citibank.

This list could go on and on. The list would be comprised of companies cited in the media as Customer Experience Winners and Customer Experience Losers.

The difference between the winners and losers is how they handle the times when they disappoint customers, usually unintentionally. Joe Nocera’s example was one in which Amazon was not even responsible for his disappointment (it was the shipper or just a thief in the hall of his apartment) … but Amazon made good, anyway.

If there is purpose in pointing out the failures, it is to inspire them and all the rest of us to do better. But it is a lot more fun congratulating the people who do it right — at least most of the time.