I read this blog from Seth Godin the other day and as usual he was on message. Our customers don’t remain with us year after year because we provide good service, they have higher expectations than they did even two years ago, they now expect outstanding service.
That is why organisations need to stop leaving the [...]
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What a great way to start the year with rigourous research and resulting article from Jon Picoult of Watermark Consulting
Unlike staff cutbacks, the launch of a new product or generally more tangible management acts, Customer Experience improvement is often seen in similar company as culture or change management improvement. Because it is often seen [...]
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Becomes More ‘Hands on’ With Better Search, Service, More Fixed Prices
How do you rejigger an $8 billion company to catch up to rising customer-experience expectations that have passed it by? That’s the task facing eBay.
In the 11 years since the dot-com darling went public, the e-commerce world grew up — but eBay looked stuck in [...]
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I read some research a few days ago from www.researchandmarkets.com which I reposted on Twitter yesterday. It talked about critical lessons in delivering a great customer experience, with one of them being that our brands are only as strong as their weakest link. Customer loyalty can disappear quickly [...]
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Walk around any Shopping Mall in Australia and you will find it hard to find the stock for all the “on sale” and “40% off sale” signs that are plastered across retailers stores. The same goes for airlines, telecommunications and B2C and B2B organisations. Everyone is having to work much harder for the sale and [...]
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I think this is a fantastic article that demonstrates the power of using Big ‘D’ design for the purpose of growing your business using focus and well…..elegance.
What Your Company Needs: More Elegance
By Jessica Stillman
May 19th, 2009
* The Find: It’s usually a quality associated more with evening wear than management, but one expert is arguing [...]
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