Your Product is an Experience
All businesses sell products. Whatever they might be—a laptop, a phone, groceries, a trip to the Bahamas, dinner in a restaurant—anything that someone pays money for is a product. Or so we all thought....
View ArticleThe thin line separating GREAT from SUCKS…
Saw Jerry Seinfeld live in beautiful downtown Fresno recently. In classic form, he did a five minute riff on the idea that, nowadays, life experiences are either Great or they Suck, and there is a...
View ArticleAn unexpected observation of customer service…
For the past five years, during the first weekend in August, I have participated in a fund raiser (the Pan Mass Challenge) where approximately 5,000 cyclists pedal a 192 miles over two days and raise...
View ArticleWhy bad customer service is like a shark attack…
Back in the day, I did a little studying with Gary Becker at the University of Chicago, winner of the Nobel Prize for applying micro-economic theory to criminal behavior. My use of the phrase ‘a little...
View ArticleFront of the house…
I recently struck up a conversation with some folks in the restaurant business. As we talked about the various aspects of running a restaurant, from the long hours to the impossible-to-satisfy patrons,...
View ArticleYour brand is an experience
When I Google “define: brand,” I get the following result: trade name: A type of product manufactured by a company under a particular name Is this definition accurate? Traditional marketers would agree...
View ArticleTop 5 ideal online shopping experiences
I shop online a lot. In fact, before I wrote this article, I spent a good hour browsing around some of my favorite online shops. It’s research! Although I seem to have no trouble spending more than...
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Knowledge Management – the next five years…
I was asked recently to “state the future for Knowledge Management over the next five years”. This got me thinking what, if anything, has changed about the focus and mandate of Knowledge Management...
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Service to customers needs to be more than just words
Customer service is a mission critical, strategic, imperative, and it drives customer experience. Your products and services are evaluated every moment of every day. When the ‘evaluation’ is not going...
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Alignment, Make it around your Customers
In our previous discussions from the CCA research, we highlighted the explosion of channels; the way in which your customers communicate with you and how you work to engage your customers. We suggested...
View ArticleThe CIO Holds the Keys to Outside-In
Providing engaging and satisfying customer experiences across the whole of the customer journey, all channels at all times, has become critical to organizations’ success. Customers’ expectations have...
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Maintaining Quality of Service through Dynamic Change
Firstly thank you to the kind participants that responded to the KANA/ IBM Poll (see infographic in the original post), it provided some very interesting insights into current industry thinking within...
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Riding out the Storm with your Customers
Earlier this month, KANA and Utilligent delivered a compelling webinar (Lessons learned from Superstorm Sandy) related to the challenges faced by utility organizations during natural disasters. I...
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