Mark Binns

The Future of CE: Post Purchase Experience Creation

I was recently in a client meeting and was asked the question of where the future of customer experience is going. This was a...

Find Your Optimal Market Position Before Measuring Your Customer Experience

The quality of an experience is relative to one's expectations of an interaction. For example, if I go to a standard travelling 3-ring circus...

Need Leads? Why Not Put Your Customers to Work for You?

What does everyone need right now? Other than food, oxygen and shelter, executive after executive is telling me the same thing: SALES! That's right...

The Obamaxperience Model – How to Manufacture Your Own Bailout

The financial crisis continues to accelerate according to my Yahoo! Finance homepage. Every kind of company is failing, or at least feeling the pinch...

Why did Nortel go Bankrupt? Hint: Customer Experience

I shed a small tear when Nortel went under today, mainly because I am an alumnus of Nortel from the boom days. I still...

Buy Your Next Suit at Holt Renfrew

Is the customer always right? I thought so. I've seen those words written behind retail counters so many times that it has been burned...

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