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 [...]
Filed under: Customer Experience, Customer Retention, Customer Satisfaction | Tagged: Customer Touchpoints | 5 Comments »
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. [...]
Filed under: Customer Experience, Customer Research | Tagged: Coke, Pepsi | 6 Comments »
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 was [...]
Filed under: Customer Experience, Customer Feedback, Customer Support, Earthlink, Verizon | Tagged: Customer Feedback, Customer Support, Earthlink, Verizon | Leave a Comment »
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 company, [...]
Filed under: Customer Experience | Tagged: Howard Schultz, Starbucks | 4 Comments »
