Jim Tincher
Can technology create customer delight?
Bob Thompson at CustomerThink posed this question at his blog, asking 18 Customer Experience leaders (including yours truly) to comment on the topic. It's an interesting read. My response was off-the-cuff, and less formal than a typical post: Wow – that is a tough one....
Case Study: Personal Customer Connections + Employee Empowerment = a Great Customer-Inspired Experience at...
"We pretty much let our employees and customers decide what's on our menu." That's a great example of the philosophy that has led to long-term success at Davanni's, a Twin Cities pizza and hoagy restaurant. While their local focus and fun atmosphere are definitely part...
Tekserve: A Blueprint for a Great B2B Customer-Inspired Experience
"Our job is to make our customers look good to their bosses." That's the philosophy of Tekserve, an Apple retailer and IT services provider in New York City, as articulated by Director of Marketing Jazmin Hupp. Imagine that you are a long-time Apple retailer and...
Best Buy’s New Store Format: Beautiful Design Limited by Store Execution Issues
Best Buy unveiled a new store format last week at its flagship location a few blocks from their corporate headquarters. I visited the store twice last week. You can find more general review at The Mama Report, including photos, as well as at the...
Does technology replace the customer experience?
From Iconoculture: UK: "Facebook" pub serves punters with table-side technologyThe Thirsty Bear pub in South London is using tablet technology to help punters order food, drink and update their social network status without leaving their table. Table-side iPads and serve-yourself beer taps enable customers to...
The #1 Tool to Engage Your Customers (re-post)
Note: This post was originally listed at Annette Franz's blog at http://cxjourney.blogspot.com/. If you aren't subscribed to her blog, you really should consider it! ———————– You've gathered your customer insights and made the changes. Your website is streamlined and easy to use. Your add-on...
The Second Key to Creating a Great Customer-Inspired Experience: Engage the Entire Team on...
Once you know what matters, the next step is to get everybody involved. I have been speaking about this topic quite a bit lately, and one exercise I have is for participants to identify five recent projects or programs their company has developed to improve...
The First Key to Creating a Great Customer-Inspired Experience
A customer-inspired experience is critical to growth. According to a Temkin Group analysis, a great customer experience increases likelihood to recommend by 19.5% and likelihood to repurchase by 18.4%. And the best way to get that inspiration is through those who talk to customers...
Rant: Conversocial fails at customer centricity, and Chick-fil-A passes with flying colors
I received a call from Conversocial on Monday. I downloaded a white paper entitled Who's Ignoring Their Customers, and a fellow with a delightful English accent called from an international number to see if I was interested in their software. He emailed...
Experiment Your Way to Growth
High-growth companies discover their opportunities differently. They certainly use strategic planning and analytics, as do most of their competitors. But at their core, they do something else. Babson Executive Education asked companies their top method to find revenue or coast savings opportunities, then compared that...