Posts tagged as:

Customer Experience

Putting Customers at the Center of Your Business Model

by · October 22, 2013

Companies are starting to recognize that customer experience is an important element for having a differentiated brand. Social media has forced companies to take customer experience seriously as customers have taken to their social networks to tell their negative stories with passion and a virality that has been unmatched in other channels. However, the reality is that there is a lot of lip service about putting the customer at the center and making customer service improvements. At the end of the day, this transformation requires a change in culture, which leaves companies dealing with massive amounts of politics and inherent human capital challenges.


Reputation Management and SEO Rankings [CARTOON]

by · February 15, 2013

Many companies try to rank on search engines for any and every keyword.  A #1 ranking on Google is not necessarily a good thing if you are ranking for terms that are not congruent with your target audience, or even worse, ranking high for negative keywords about your industry.


The Future of Successful Business Means Scaling Empathy – Part 1 – Customer Personas

by · October 9, 2012

How many times have you heard someone profess the importance of being a more “human” business? That’s usually followed by a bevy of information about how social media is the key to that. I’d argue that social media is more the enabler. It amplifies and gives more prominence to something every business needs to implement more of to be successful. You need to understand  the importance of empathy.




1.the intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another.


The Reporter’s Guide to Customer Experience

by · August 22, 2012

Congratulations! You did all the hard work, studied your options and embarked on a social media program for your company. You’ve already accomplished the second most-difficult part of maintaining a social presence that will keep your customers informed and engaged. The hardest part?

The rest.

We often got lost in the bright and shiny glare of the tool-of-the-day, and lose track of what’s important.

Now that you’ve launched, you need to take a critical eye and examine what seems to be working and what isn’t. And while there are so many variables for small/medium/enterprise and retail/service that a checklist isn’t really viable, there is a way to make sure you’re asking all the right questions about how you are maintaining your program.


25 Ways to Honor Your Customers

by · March 18, 2011

Many businesses often overlook the day-to-day things they can integrate into their interactions, communications and company culture to really make a difference. In most cases, these seemingly tiny items matter quite a lot to customers. Customers typically don’t care as much about the price of your product as they do about being treated well, having a positive buying experience and some semblance of peace of mind throughout the process.

I am sure you would agree that you will not find success just by selling a product and walking away. The entire experience counts. From the first touch, your customers are forming an opinion of you (and your intention) to provide them a product or service that won’t make them regret it in the minutes, days, or months to come.


When is 31 flavors more than 11.5 million?

by · December 3, 2010

A while back I read a great post by web analytics master Avinash Kaushik.  He wrote a bit about data geeks and the mountains of information they routinely collect and build.  Information about traffic source overlain with pageviews,  special segmentation, abandonment rates and exit pages, ad nauseam.   Great piles of information that are watched daily and reported weekly.  It’s the stuff the big-wigs asked for once it became known that the web analytics package could surface the goods. All the company needs in order to get ahead is a little more information …