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Tag Archive: Customer Experience

The Flip Side of Social Media: Servicing Customer Expectations

Blogs, Facebook, Twitter, Instagram, Tumblr, Quora, LinkedIn….businesses are pushing harder and harder at engaging customers across multiple digital channels and social networks, each experiencing varied levels of success. It’s that success that I wish to discuss today. When asked what is social media success, most will give you the typical soft metrics including follower count, number of…

Does Your Business Need A Personality to Succeed Online?

A new report by the Interactive Advertising Bureau (IAB) highlights the importance of Display Rising Stars ads – a collection of six units that include the Billboard, Filmstrip, and Pushdown – “in giving more personality to the brand.” When I first scanned the report, I expected to see statistics about the increase in traffic driven or the…

Twitter Saves The Day For Virgin Customer In The Loo, Avoids #PooGate

How closely are you paying attention to your customers on social media? Here’s a great case study on customer experience from arguably the king of customer experience design and execution: Virgin. The customer, Adam (@AdamPlaysYT), was riding Virgin Train in the UK when nature called. He took advantage of the facilities the train made available; however, upon…

360 Degree Retailing: Reassessing Brick and Mortar Stores

There’s no doubt that that Internet has changed the business of retailing. Thanks to consumers’ proclivity for pre-purchase research and the availability of online commerce, retail growth is no longer dependent on brick and mortar expansion. In fact, expanding physical stores can negatively affect a retailer’s bottom line because online sales are eradicating revenues previously used to…

Owning the Customer Experience is a Marketing Function

The landscape in which businesses operate has changed dramatically in modern times, yet the roles of marketing executives and departments have been slow to change. According to consulting firm Deloitte, the influence and agenda of marketing executives have expanded, yet their organizational context has not fully caught up — they often have only indirect input on many…

Facebook to Fix Security Issue in iOS App

Facebook has announced that it will soon be publishing an update to its iOS app, which will fix a flaw in the program that allows phone calls to be made without the user’s knowledge or consent. So, the downloading and use of a Facebook App could create security threats? Who’d have thunk it? Oh, wait…I could, and did.  Last…

Does Poor Grammar Affect a Business’s Bottom-Line?

Memes about the use of poor grammar seem to be a staple of social media fodder, especially on social networking sites like Facebook. An even bigger trend in digital communications might be the calling out of people and brands for typos and poor grammar in status updates, blog posts, or marketing materials. The Internet may be making…

Why Build a Corporate Blog Instead of a Corporate Website?

In recent months, I’ve been approached by numerous people asking why Sensei’s corporate website is predominately a blog site rather than more artistic presentation of the technology and creative we supply our clients. “Our goal is not to promote ourselves but our thinking; our website is not a sales tool but an educational one,” I reply. The…

Anecdotal Evidence is Still Evidence

Panning it out I had a refreshing meeting with a corporate executive recently. It was refreshing for many reasons. He was totally and completely honest. He shared how tough getting his teams aligned could be. He also shared their vision for a more customer-centric organization. This meant shifting the internal culture to be less about the macro data…

The Isolated Life of Customer Service Reps

Have you ever really thought about what it must be like to be a customer service representative? A day in the life of a rep typically means dealing with irate and irritated customers, many of whom are completely justified in their gripes. These comrades of both company and customer must don protective armor to protect their own…

Dinosaurs, Newspapers, and Public Relations

Last night, during my weekly #bizforum debate on Twitter, I introduced an issue that’s been brewing for a while: The role of public relations (PR) in the future enterprise.  The debate was passionate to say the least.   I challenged the “dinosaurs, newspapers, and public relations” argument offered by many but on this night, public sentiment was clearly…

You’re Reading This While on the Toilet Aren’t You?

We love our smart phones. For the vast majority of us, checking our phones for emails, text messages, news, and social media updates has become instinctual. Waiting in line for coffee…check the Weather Network app. At a red light…text your spouse. In a meeting…check email. At the airport…play online poker. At lunch…take and post an Instagram picture….

Who’s Done More for Music – Apple or Starbucks?

So, who’s done more for music, Apple or Starbucks? Interestingly, neither of the options are musicians, music producers or labels. We’ll get to that later. Apple has been credited for re-inventing – if not saving – the music industry after Napster turned the market on its ear. When peer-to-peer music sharing spawned a global underground of people…

Why corporate mission statements stink

Corporate mission statements typically stink. I mean they really stink. They are lacking any real meaning or depth. And most typically, they are totally ignoring the customer experience. Here are three phrases I’d like to eliminate from mission statements everywhere. “To be the best” Is there anything that falls flatter than this as a mission? It’s lacking…

How Delta Airlines Is Cheating Some of Its Loyal Customers

Those readers who follow this blog will know that I have very clear opinions on airlines, loyalty, and customer experience.  They also know that I travel a fair amount for both business and pleasure, and that I’ve experienced incredible and unexpected acts of customer service as well as unbelievable ineptitude by both airline staff and fellow travellers….

Everyone Owns Customer Experience, But It Needs a Leader

Can we please stop asking who owns the customer experience? And, please, stop the knee-jerk response of “Everyone should own the customer experience.” Everyone owning the customer experience is a wonderful thought. (And not to mention makes a nice, retweetable sound byte.) It conjures up images of helpful and empowered employees at every level. If a customer requires some…

The Customer Exit Interview – Too Little, Too Late

So I received this call from Rogers, my son’s cellular provider, asking if I wouldn’t mind taking 5 minutes to answer a few questions about why I called to cancel my service contract. It was the “exit interview,” a common practice within marketing and customer service departments in many organizations. The interview is both a research tool…

Overlooked Touchpoints In The B2B Customer Experience

If I were the betting sort, I’d put my money on the fact that your company has probably overlooked critical touchpoints in the B2B customer experience. It happens over and over, and as companies grow and contract, these important connections with customers fall through the cracks. 1. Check Out It’s fairly well-documented this is a vital thing to…

Your Competition Is Setting Your Customers’ Expectations

I asked a business owner recently what she thought about her competition. Her answer? “I don’t.” She said once she stopped worrying about her competition, she was able to better focus on her business. While I appreciate the thought, I worry about the future.  One of the threats with this business strategy is that your competition is setting…

The Challenge of Building a Customer Experience Team

A few years ago, nobody really discussed customer experience, let alone implementing a whole team within an already-existing organization. Yet here we are, and a lot of companies are doing just that and many are beginning to experience the challenge of building a customer experience team. It reminds me of the days in the 90’s when companies…

The Problem With Content Marketing

We cannot turn on the computer these days without being inundated with “content is king” proclamations by marketers and social media strategists. Content marketing is touted as THE critical tactic in today’s social media practice for businesses. It’s defined as any type of marketing that involves the creation and public sharing of content in order to acquire…

The Power of Two, Or Why Social Media Sucks for Business

Social media has led business astray. For all its promised benefits including faster, more effective access to larger communities, it has forced many marketers down a path that leads to lower business revenue. There, I said it. My name is Sam Fiorella, I’m a business owner and I have a problem. My problem is that for businesses,…

How Do You Measure Customer Experience?

Last  Wednesday, I hosted the 102nd edition of  Twitter’s first debate hour: #Bizforum. The topic: Is “Customer Experience” the same as Marketing? I’ve also lately been debating the impact of a vocal CEO on customer experience (think Abercrombie & Fitch). In each conversation, I’ve heard a common refrain… – Who really owns customer experience? And more importantly,…

Ignore Happy Customers At Your Peril

Earlier this year, along with family and friends, I made my annual pilgrimage to our condo is Orlando, Florida – with fear. It’s not the long lines at Walt Disney World or the hectic Orlando International Airport that I dread; I don’t look forward to flying an American airline with my children who have severe peanut allergies….

Marketing Conferences Need an Education

Go to a marketing conference today and what do you see? On stage you’ll witness many ego-laced presentations and thinly veiled sales pitches from so-called experts. You’ll hear session leaders reiterating content from their blogs and, often, other people’s case studies.  In the audience, you’ll see attendees tweeting notable one-liners from the presentation while making plans for…

Customer Experience Is NOT Marketing

Marketers, those experts at telling us what we really want, are now saying customer experience is the new marketing. I’m here to tell you it’s not. So one of the challenges with customer experience, when done well, is how absolutely all-encompassing it is. So, yes, the marketing your company does is part of the customer experience, but…

Delta Airline’s Disposable Customers

So you’ve been a loyal Delta Airlines customer for 10 years, travelling almost 300,000 miles.  You’ve chosen it over other airlines even when Delta’s flight options require one- or two-stop layovers. When a competitive airline’s price was lower, you remained loyal to Delta and paid the extra fees.  You’re a loyal customer. Your loyalty earned you Silver, Gold and ultimately,…

Has Your Distinction Gone Stale?

We all nod our heads when someone talks about the need to deliver distinct, compelling value to our buyers. We just assume that our value is as distinct and compelling as it was last month, or six months ago or…. But is our value really distinct? And if it is distinct, is it compelling to our markets?…

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