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Drivers: the Secrets to Creating a Great Customer Experience

The Heart of the Matter Typical Customer Experience Measurement Programs treat all customers as one homogenous group, rather than as unique segments. These programs need to analyze customers based on their value to the organization and analyze what drives the behavior of each segment. This white paper lays out a process for developing and analyzing […]

Shopper Education: The Hidden Casualty of Price Wars

Introduction How do shoppers learn what they need to know about new products? Traditionally, the retail associate provided this product wisdom, but slashes to labor budgets have left shoppers on their own, accelerating their move to online competitors. The Harvard Business Review’s The Future of Shopping by Bain consultant Darrell Rigby is an outstanding article […]

Measuring the Segmented Customer Experience

Segmentation is a critical tool in developing products and marketing offers. Companies routinely separate customers into segments to understand and satisfy their unique needs. So why is segmentation so rarely used when measuring the customer experience? Some segmentation methods include: Demographic. Best Buy built customer segments such as Jill (the Soccer Mom) or Buzz (the […]

Review of The Ownership Quotient

The Ownership Quotient by James L. Heskett, W. Earl Sasser, and Joe Wheeler My rating: 5 of 5 stars What if your employees felt like they owned the company? If they were so engaged to be there that they went out of their way to make a difference on a regular basis? Just as importantly, […]

Surveys – a Force for Good or Evil?

The Internet is a wonderful thing.  With little effort, we can connect to hundreds (or millions!) of people.  That access makes it really easy to conduct surveys.  So easy, in fact, that we no longer have to spend much time thinking about it.  And it’s obvious that many companies don’t. While a proper survey can […]

Review of The Ultimate Question 2.0

The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld My rating: 5 of 5 stars NPS – opinions vary as to whether it’s the “best” way of measuring your customer engagement. The problem is that the industry is looking for a measurement that works […]

Creating a great customer experience at Hawaiian Airlines

I ran across this great article on creating an outstanding customer experience at Hawaiian Airlines:  http://blogs.hbr.org/cs/2011/11/to_win_customers_get_out_of_th.html I particularly like his three requirements to maintain an unbeatable customer experience: 1) Get very close to their customer; 2) Benchmark against itself on a consistent basis, and 3) Empower employees to address the unexpected. #1 and #2 are […]

How Clear Are Your Instructions?

Have you ever eaten a frozen lunch by Michelina’s? These are inexpensive meals for a quick lunch. To heat it, you open the lid and put it in the microwave. After it has run for 2-3 minutes, stir it and put it back in. But for how long? The cooking directions are on the bottom […]