Monthly Archives: December 2011

To achieve customer service excellence, make thoughtful tradeoffs

I found this Frances Frei and Anne Morriss perspective on [customer service] excellence refreshing.  Please note particularly: “In their new book, Uncommon Service: How to Win by Putting Customers at the Core of Your Business (Harvard Business Review Press), coauthors … Continue reading

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Do companies over concentrate customer service on a handful of social media activists?

I found this Schumpeter Too much buzz article on the big opportunities and big problems provided by social media very thought-provoking.  Please note particularly: “Responding quickly to bitter tweets sounds like a nifty way to soothe angry customers. But there … Continue reading

Posted in Customer Complaint, Customer Experience, Customer Retention | Leave a comment

Surprise! This gift is for you…

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Towards Developing Loyalty Programs that Really Work

The following article outlines several major design considerations for developing effective customer loyalty programs: 1) Define the Purpose and Objectives of the Program From the company perspective, loyalty programs should be designed not only to improve customer retention but also … Continue reading

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The Rise of Shared Value

The JWT’s trendspotters recently included The Rise of Shared Value in their Top Ten trends for 2012: “The Rise of Shared Value: Rather than simply doling out checks to good causes, some corporations are starting to shift their business models, … Continue reading

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Zazzle the Future of Commerce…

This inspiring Zazzle video brings the Mass-Customization and Co-Creation concepts to life:

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How many customers did you lose today?

I found Rita McGrath note on lost customers very instructive.  Please note particularly: “From my vantage point [on a Café Nero in a train station] just opposite the entrance, I was able to observe customers coming and going. I was … Continue reading

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The L. L. Bean “social” call center

I found this New Your Times story on L. L. Bean’s new social media team very insightful.  But in my mind, the two more interesting stories are the stories behind the story on the “social” nature of the L. L. … Continue reading

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What actions by companies do customers consider unfair?

I found Richard Thaler’s article on Customer Outrage thought provoking, particularly in light of the recent Netflix and Bank of America customer outrage setbacks. Please note particularly: “For hints about how to avoid the consumer backlash, the bank’s executives might … Continue reading

Posted in Customer Complaint, Customer Insight, Customer Retention | Leave a comment

Co-Creating the Future of Banking with Customers

Ross Dawson directed my attention to the Commonwealth Bank IdeaBank designed to include Commonwealth’s customers in designing the future of their bank: “We know the ideas that will shape the future of Commonwealth Bank won’t come from us, they’ll come … Continue reading

Posted in Crowdsourcing, Customer Co-Creation, Innovation | Leave a comment