Shaun Smith
What Does Your Customer Experience Smell Like?
IHG (Intercontinental Hotels Group) announced recently that they are deepening the design of their customer experience by creating signature smells for their hotels as part of their guest experience. This makes a lot of sense. The sense of smell accounts for 70 per cent of...
Branded Experience Training
Some years ago, Gallup conducted a survey of 6,000 consumers and found that the fifth "P" of the marketing mix, people, is by far the most important determinant of customer loyalty to brands than the other "P's" of Place, Promotion, Product and Price. For...
Measuring CEM
Traditional measures of customer satisfaction have little to do with customer experience, or financial performance, for that matter. According to research 80 percent of customers who switch suppliers express satisfaction with their previous supplier. Revenue growth has everything to do with...
Getting in Shape for 2008
This is the time of year when health-club memberships soar. During the post-Christmas and New Year holidays unfit, over-weight business executives determine that they are going to shed those pounds and get in shape for the coming year. But what about the companies...
Customer Experience Management Plus: Harley-Davidson
2004 saw the 100th anniversary of Harley-Davidson. The brand has much to celebrate. It has delivered 20 consecutive years of record earnings and revenues. Harley Davidson is selling more bikes in this period than at any time in its history. It is hard to...
Uncommon Practice
Why are Virgin, The Banyan Tree, Harley-Davidson, Amazon.com, First Direct, Pret A Manger and Tesco all 'uncommon'? The answer is that their founders and many of their senior directors share an approach to business that is unusual in industry today. We admire these organisations...
Customer Experience Management Plus
What do Harley-Davidson, Amazon.com, Bank of Queensland and The Banyan Tree Hotels and Resorts have in common? They are all in very different sectors and yet each of these brands has a unique approach to attracting and retaining enthusiastic customers. They provide a customer...
Top Ten Tips for Deploying CEM
In many ways, execution is the hardest part of creating a branded customer experience because in order to deploy successfully we have to mobilise employees at all levels and align competing agendas, functions and executives. This is no easy task. In my work with...