Monthly Archives: January 2012

Customer Service by The Norwegian Broadcasting Boys Choir

I found this video describing The Norwegian Bank (DNB) letting The Norwegian Broadcasting Boys Choir sing their automatic [IVR] telebank menu very inspiring: “DNB is the main sponsor of The Norwegian Broadcasting Boys Choir. We wanted to promote the sponsorship … Continue reading

Posted in Customer Experience, Customer Service | Leave a comment

Crowdsourcing space on the Walmart shelf

Walmart just launched the “Get on the Shelf” program to enable producers to receive space on the Walmart shelf: “How does it work? Pretty simple actually. Submit a video of your product to Get On the Shelf and then, when … Continue reading

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

Should you reward your own customers or your competitors’ customers?

I found this Shin and Sudhir study on “When to Reward Your Customers” very thought provoking. Please note particularly” “The award-winning paper helps to reconcile a contradiction between marketing theory and practice. Marketing scholars have generally held that in order … Continue reading

Posted in Customer Development, Customer Retention | Leave a comment

Do your customer surveys breed feedback fatigue?

I found this AP article on customer feedback fatigue thought provoking.  Please note particularly: “Surely, it’s nice to be courted for input, at least sometimes. But some consumers say they’re fed up with giving time-consuming feedback for free, don’t like … Continue reading

Posted in Customer Feedback, Customer Insight, Customer Service | Leave a comment

Co-Creating the Future of Travel with Customers

Delta recently introduced the Ideas in Flight concept to: “inspire thought, facilitate collaboration and identify great ideas to continue to enhance the travel experience”.  The program was introduced in collaboration with TED.  TEDTalks videos are used to prime Ideas in … Continue reading

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