How Your Digital Touch-Points are Harming Customer Relationships

I wrote a post a while ago about the problems your email subscribers are going through.  I see the problem has now spread to many digital touch points you have with customers. Many of these touchpoints offer confusing,  unclear, or incorrect information that is damaging your customer relationships.  So let’s examine the patients, determine a [...]

The Pepsi Challenge – Lessons Learned & How It Relates to Your Business

There is an excellent article in the most recent issue of Colloquy titled The Neuromancers.  It attempts to answer the question “Is there a buy button inside the human mind?”  The article looks at the Pepsi Challenge from 1975, where consumers showed a definite preference for Pepsi over Coke in the blind taste test.  Almost [...]

Verizon vs. Earthlink – The Good, The Bad, and The Policy

  Here are two very different experiences I recently had with Verizon and with Earthlink.  Since they are both in the communications industry, it’s worth looking at what one got right and what one got wrong, very wrong. Verizon – The Good:  I have a smartphone manufactured by UT Starcom that caries the Verizon label.  I [...]

What IS the Starbucks Customer Experience?

  I’ve been asked by Becky Carroll of Customers Rock!, who is joining Jay Ehret (Marketing Spot) on a project to track Howard Shultz’s efforts to get back to focusing on customers and the Starbucks experience. For my contribution, I got to thinking if Howard feels the Starbucks experience has slipped since he left the [...]