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Christmas 2011: To Be (Open) or Not To Be?

January 3, 2012 – 11:11 am

One of the most controversial topics of the 2011 holiday shopping season pushing up the opening of Black Friday to midnight or earlier on Thanksgiving Night. Companies such as Best Buy, Gap, Kohl’s and Macys all opened up at midnight ahead of the traditional 4 or 5 a.m. start times, with others such as Wal-Mart [...]

Posted in Brand Experience Management, Customer Experience, Customer Retention, Management | Tagged , , , , , , , , , | Comments (0)

When Customer Sense is Common Sense: Netflix, a Lesson Learned

November 8, 2011 – 10:35 am

 “A wise man learns from his mistakes, but an even wiser man learns from the mistakes of others.”                                                                             [...]

Posted in Customer Experience, Voice of the Customer | Tagged , , , , , , | Comments (6)

Turning Adequate Customer Service into a Memorable Customer Experience

August 16, 2011 – 9:40 am

What is the difference between adequate customer service and a truly memorable customer experience?  This should be a constant question that drives companies, none more so than aspiring young or small ventures.  Although this is subjective based on the values of the individual, most can agree that they can recognize it when they see it.  [...]

Posted in Brand Experience Management, Contact Center Best Practices, Customer Experience, Customer Retention | Tagged , , , , , , , , , , | Comments (0)

The Key to Better Customer Service – Pay it Forward!

July 5, 2011 – 10:07 am

How many times can you recall in which you complained to a server, call center agent or salesperson? Probably too many to recall; conversely, how many times have you spoken to a manager or written a letter to compliment service that went above and beyond or simply reflected well upon the individual and company?   It [...]

Posted in Customer Experience | Tagged , , , , , , , , , , , , | Comments (2)

What do Sunscreen and Customer Service Have in Common?

May 2, 2011 – 8:50 am

Today, we define the customer experience as a complex maze of myriad options for engaging a customer.  It is easy to lose sight of the fact that the most important aspect of the customer experience is the one they have with a company’s employees.  An IVR with voice recognition is a nice toy, but a [...]

Posted in Customer Experience, Customer Retention | Tagged , , , , , , , , , | Comments (0)
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