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

Posted in Customer Co-Creation, Shared Value | Leave a comment

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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