Customer experience extends beyond quality of service and usability
The customer experience is one of the areas where technology is becoming more important than IT. TECHNOLOGY > IT. Traditionally the customer experience as been viewed as an issue of the quality of...
View ArticleAnticipation as experience, awaiting the iPad3
Traditional notions of the customer experience revolve around the customer interface and ‘after the failure’ service. But the customer experience is much broader than just the web site, product...
View ArticleFirst Impressions of the Third Generation iPad
This morning the UPS driver delivered the latest iPad to my house and a few things are immediately obvious. The third generation iPad continues to build on its role as a media syringe. The retina...
View ArticleSegmented service requires more than classifying the customer experience.
A differentiated customer experience is central to the competitive strategies of many companies. Differentiating the customer experience feels right. It seems a natural outgrowth of marketing...
View ArticleBeyond social media marketing, Part 1
Social media and marketing gets all the attention. Ask business leaders about social media and often they will speak about its use at a technology for customer communications, marketing and sales....
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Beyond Social Media Marketing, Part 2
A prior post on this blog sought to make the case that its time to think about social media marketing beyond ideas of generating attention or likes. This posts introduces a framework for thinking...
View ArticleOutside In: The Power of Putting Customers at the Center of Your Business — A...
Outside In: The Power of Putting Customers at the Center of Your Business is a solid book on the increasingly important subject of the customer experience. Harley Manning and Kerry Bodine provide a...
View ArticleBook Review: Who do you want your customers to become?
Simple – Powerful – Provocative, simply the best book on customer experience in 2012! Who do you want your customers to become? is one of those rare books that bridges the gap between current practice...
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Digital Edge In Marketing: The Customer Experience in ‘real time’
Automation, communication and brut force describe IT’s relationship with Marketing. Pre-digital information technologies such as CRM, eCommerce Sites, eMail marketing provided new technology tools to...
View ArticleWho do you want your customers to become? — A book review
The best book on customer experience, hands down, simple, powerful and provocative Who do you want your customers to become is one of those rare books that bridges the gap between current practice and...
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