February 15th, 2010
Stress, confusion, uncertainty and even fear—these emotions are surging in the customer because of the economic crisis. Read the rest of this entry »
Tags: Anxiety, Brand Equity, Commoditization, Customer Experience, Customer Profitability, Desirable Outcomes, Differentiation, Economic Crisis, Economic Downturn, Emotions, Indifference, Mentality, Mindset, Mindshare, Psycho, Ride Out The Storm, Stressful Times, Uncertainty, Value Perspective, Value Proposition
Posted in Edition 20 | No Comments »
January 19th, 2010
There is a rumor circulating that market research as we know it will be on life support by 2012 due to the increase of users on social networks. That is, according to some…. Read the rest of this entry »
Tags: Business To Consumer, Collection Methodology, Communication Channels, Competitive Advantage, Consumer Behavior, Customer Experience, Customer Intelligence, Evangelists, Experience Data, Facebooking, Focus Groups, Mainstream Media, Mass Communication, No Doubt, Perceptions, Phone Interviews, Similar Products, Social Networks, Tempers, Traditional Focus
Posted in Edition 19 | 1 Comment »
November 26th, 2009
There is a rumor circulating that market research as we know it will be on life support by 2012 due to the increase of users on social networks.
Read the rest of this entry »
Tags: Business To Consumer, Collection Methodology, Communication Channels, Competitive Advantage, Consumer Behavior, Customer Experience, Customer Intelligence, Evangelists, Experience Data, Facebooking, Focus Groups, Mainstream Media, Mass Communication, No Doubt, Perceptions, Phone Interviews, Similar Products, Social Networks, Telefaction, Tempers, Traditional Focus
Posted in Edition 18 | 2 Comments »
September 27th, 2009
It is said that you need to be more conservative in the times of a crisis. This means that you need to assess your business strategies, and adapt to the current situation. Read the rest of this entry »
Tags: Business Strategies, Climate, Competitiveness, Credit Crunch, Current Situation, Custo, Customer Experience, Customer Experiences, Emotions, Existing Customers, Hassle, High Quality, Honest Communication, Interaction, Loyalty, No Doubt, Philosophy, Premium Price, Proximity, Rewards, Trategy, Uncertain Times
Posted in Edition 16 | No Comments »
September 27th, 2009
If customer experience is a viable differentiation strategy in good times, it is doubly so today. Read the rest of this entry »
Tags: 4p, Conceptualization, Contact Center, Customer Experience, Customer Relationships, Customer Strategy, Differentiation Strategy, Experiences, Fundamental Level, Good Times, Passion, Perspective, Point Of Sale, Quality Service, Tough Times, Value Quality, Wonderful Time
Posted in Edition 16 | No Comments »
September 27th, 2009
In times of crisis, several companies need a good knock on the head to come back to the basics and stop the search for the guilty. Read the rest of this entry »
Tags: Attitude, Bottom Line, Brand Authenticity, Conscious Relationship, Customer Experience, Customer Loyalty Programs, Dialogs, Dissatisfaction, Employee Performance, End Users, Experience Data, Insights, N Times, Oriented Business, Protest, Radar, Reading The Signs, Rich Resource, Running In Circles, Thermometer, True Value, Vows
Posted in Edition 16 | No Comments »
September 27th, 2009
If customer experience is a viable differentiation strategy in good times, it is doubly so today. At a time when most firms will naturally gravitate toward a strategy of cutting back, hunkering down and laying off—because that’s what one is expected to do in hard times. Read the rest of this entry »
Tags: 4p, Conceptualization, Contact Center, Customer Experience, Customer Relationships, Customer Strategy, Differentiation Strategy, Experiences, Fundamental Level, Good Times, Passion, Perspective, Point Of Sale, Quality Service, Tough Times, Value Quality, Wonderful Time
Posted in Edition 15 | No Comments »
September 27th, 2009
It is said that you need to be more conservative in the times of a crisis. This means that you need to assess your business strategies, and adapt to the current situation. Read the rest of this entry »
Tags: Business Strategies, Climate, Competitiveness, Credit Crunch, Current Situation, Custo, Customer Experience, Customer Experiences, Emotions, Existing Customers, Hassle, High Quality, Honest Communication, Interaction, Loyalty, No Doubt, Philosophy, Premium Price, Proximity, Rewards, Trategy, Uncertain Times
Posted in Edition 15 | No Comments »
September 26th, 2009
Consistently deliver a truly awesome customer experience each and every day.. Read the rest of this entry »
Tags: 5 Steps, Advantage, Business Owners, Customer Experience, Decisions, Difficult Times, Economic Conditions, Focus, Foreseeable Future, Game, Hypothesis, Inquiries, Long Time, Lot, Loyalty, Money, Norm, Profitability, Shoppers, Variety
Posted in Edition 12 | No Comments »
September 26th, 2009
In these tough and challenging times, getting the customer experience right is critical…
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Tags: Acquisition, Challenging Times, Colleagues, Customer Economy, Customer Experience, Customer Focus, Decisions, Disposable Income, Economic Downturn, Existing Customers, Financial Responsibility, Focus Shifts, Income Customers, Last Time, Money, New Business, Ray Miller, Relationships, Service Experience, Slow Economy, True Mind
Posted in Edition 11 | No Comments »
