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 tough question to answer because where I think CE 'should' go, and where it 'is' going might be two different...
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 expecting the usual show, but get a Cirque Du Soleil performance, I might be blown away and have an exceptional...
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 – while companies are cutting costs and laying people off as fast as possible, we all know that businesses can't...
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 in a big way. And worst of all, the word 'bailout' has become the mother of all clichés in the...
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 clearly hold a small place in my heart for them. Why did it happen? Technically, a lack of liquidity to pay...
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 into my brain as fact. Until this weekend that is, when I found out that this is not the case...