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Customer Experience

From Products to Experience Ecosystems

Jonathan Hall | Posted 12.17.2014 | Business
Jonathan Hall

Brands and consumers are demanding more of each other. But if you want your brand to get more from consumers, you need to give more. You need to provide things of real value and relevance.

3 Questions You Need To Ask Now For 2015 Success

Ernan Roman | Posted 12.17.2014 | Business
Ernan Roman

Right now is the time to re-evaluate your marketing in terms of the new expectations your customers have developed in the past 6 months.

I Built a Business That People Told Me Not to Build

Kelsey Recht | Posted 12.03.2014 | Small Business
Kelsey Recht

Regardless of how brilliant of an idea you may have you need to be prepared for the negativity you'll hear when others try and tell you how to build, or what not to build.

3 Content Tips From "Comedians In Cars Getting Coffee"

Blake Landau | Posted 11.18.2014 | Business
Blake Landau

We know there's a content deluge on the web. Every vendor and brand and Tom, Dick and Harry are looking for attention. But can we all agree that too much junk is being published as "content." Let's stop the madness.

Love 'Em or Lose 'Em: How to Get Your Best Clients to Stay

Kim Pisolkar | Posted 10.29.2014 | Small Business
Kim Pisolkar

As a small business owner, one of your top priorities should be client retention. Why? Because getting good clients to stay will increase your profits and ensure your business has long-term sustainability.

Business Etiquette: The Correct Way to Respond to a Verbal 'Thank You'

Diane Gottsman | Posted 10.21.2014 | Business
Diane Gottsman

Two simple words, "no problem," in response to a "thank you," may be chipping away at your customers' goodwill. The service person who replies with this response almost certainly means to acknowledge the "thank you" and is essentially saying "you're welcome." Still, many customers are offended.

How Startups Can Apply Design to Create Superior Customer Experiences

Soren Petersen | Posted 11.16.2014 | Business
Soren Petersen

Co-written by Paul Hagen For a startup to succeed it must do more than simply develop a clever product or evolve features that mimic an incumbents...

How Uber Has Thrown Traditional Taxi Services Under the Bus

Richard Owen | Posted 11.17.2014 | Business
Richard Owen

While Uber's technology connects people with cars to people who need rides, it's not the technology per se that's driving the customer satisfaction that's in turn fueling trial, adoption and loyalty. Rather, it's the customer experience that the technology facilitates and delivers on reliably.

Uncommon Customer Experience

Myles Bristowe | Posted 11.15.2014 | Business
Myles Bristowe

The greatest of marketing masters will tell you they've earned their stripes by learning from their biggest mistakes. At least that's what the honest ones will tell you. We don't always get the results we want, so we learn our lessons.

The Keys to Attracting More Customers on Twitter ~ via @OPENForum

Ted Rubin | Posted 11.11.2014 | Business
Ted Rubin

Seeking a real return on your social media relationships? Prove your business is customer obsessed by employing the Twitter strategies of companies that "get it."

The Customer Is Mostly Wrong

Gregory Ciotti | Posted 10.12.2014 | Business
Gregory Ciotti

One of the more iconic phrases in customer service is "give 'em the pickle," drawn from a story by Bob Farrell regarding an unhappy customer who couldn't get extra pickles for his hamburger.

5 Keys to Growing Your Business With Intention

Ian Altman | Posted 10.07.2014 | Business
Ian Altman

As salespeople or sales leaders, do you follow the same process every time, or do you wing it? A recent exceptional dining experience provided a valuable lesson for how acting with intention and following a defined process separates the good from the great.

Customer Service: There Is Only ONE Way

Hans Hickler | Posted 09.29.2014 | Business
Hans Hickler

Should you choose to differentiate yourself on the basis of service, then it has got to be about commitment and passion for the customer. As soon as the customer sees tradeoffs in customer service, then you have lost your differentiation on that front.

How Customer Service and Sales Are Forever Connected

Ian Altman | Posted 09.22.2014 | Business
Ian Altman

Last week, the Internet was a buzz with the recording between Ryan Block, former CEO of Engadget, and the representative from Comcast. Mr. Block and his wife called to terminate their Comcast service.

Intimacy Matters!

Hans Hickler | Posted 09.14.2014 | New York
Hans Hickler

I value expediency. The idea of finding everything I want in one store and getting in and out quickly ... love that. But there are times when I am not that shopper. When a purchase really matters to me, then I want more.

What to Do When Your Best Customer Wants to Cancel

Ian Altman | Posted 09.08.2014 | Business
Ian Altman

Uh Oh. Your best customer just sent you an email or left a voice message saying that they are not happy and are taking their business elsewhere. What do you do next?

Why Social Media Requires Being Human

Ian Altman | Posted 09.01.2014 | Business
Ian Altman

While on a trip to California to speak at an event last month, I took the opportunity to see how hospitality and travel companies respond (or don't respond) using Twitter.

How to Put Experience Back Into 'Consumer Experience'

Bob Deutsch | Posted 08.27.2014 | Business
Bob Deutsch

"Consumer experience" is one of the big buzzwords in today's marketing lexicon. But what does it really mean and what comprises consumer experience?

Keeping Up With Consumers: Shoppers Shop for That Unique Experience

Sabine Kobayter | Posted 08.17.2014 | Business
Sabine Kobayter

Do you really know who your customers are? What do they look like, and where do they live? To stay competitive and interesting, stores now need to give shoppers a good excuse to drop by.

Five Inadvertent Ways That Vendors Undermine Their Customers' Experience

Christine Crandell | Posted 07.14.2014 | Technology
Christine Crandell

Not only do these actions drive customers crazy they also erode trust, credibility, and confidence as well as future revenue.

Don Draper and Steve Jobs Have Much in Common

Spiros Margaris | Posted 07.12.2014 | Business
Spiros Margaris

What does Don Draper and Steve Jobs have in common and why does it matter? It should matter to you if you own or plan to purchase shares in Apple In...

The New Bank Innovation Platform

Spiros Margaris | Posted 07.06.2014 | Business
Spiros Margaris

One of the greatest benefits of an open innovation platform for a financial institution is that they can honestly say that they listen to what clients and potential clients want and, perhaps, more importantly what they need.

Do You Cut Costs or Deliver Value?

Ian Altman | Posted 06.30.2014 | Business
Ian Altman

Have you ever heard a marketing message from a company that is so different from the way they operate that it makes you laugh?

You're the Customer. Why Do They Think You Work for Them?

Martha Rogers | Posted 05.20.2014 | Business
Martha Rogers

My husband is a television guy, so we have screens everywhere. Everything works fine, except the kitchen TV. "Hello," I say to the cable company. "Me ...

Who Is Working Your Front Line?

Michael Tasner | Posted 05.13.2014 | Small Business
Michael Tasner

Marketing is any interaction with a prospect or customer. Keep a close eye on how these interactions are helping or hurting your business.