Archive | Customer Experience

Meet The Newest Subaru Fanatic

Blog post by on April 16, 2014

Here’s one shot of the family in our new, used Subaru Forester wagon. In a post last week I talked about my recent car accident that left me with a mangled 2002 Honda Civic with 175,000 miles. …

Analytics for Personalization

Blog post by on April 16, 2014

Personalization is the heart of digital. As a direct channel, digital rewards personalization in almost every form, and there are no shortage of forms. My last post described a laundry list of strategies for personalization. From crowd-sourcing …

Psychology of Marketing: Under-Promise and Over-Deliver

Blog post by on April 15, 2014

As it turns out, consumers are pretty simple. If their purchase does what its sellers said it would do, they’re happy. If it doesn’t, they’re disappointed. This harkens back to the popular idea that happiness = reality …

Customer Before Employee, Employee Over Customer

Blog post by on April 14, 2014

I’ve been working on some of the early chapters for my frontline customer service book this month, and one of the topics I’ve been focused on is the importance of a good customer service mindset. Crucial to …

6 Customer Experience Mistakes You Don’t Want to Make

Blog post by on April 14, 2014

Loyalty 360 Feature Story. Per results from recent Voice of Customer (VoC) research, Customer Experience strategies are failing to deliver the quality of experience customers expect. Notwithstanding today’s technology, tools and analytics, it is sobering that customers …