Dear Valued Supplier, Thank you for your quarterly newsletter. It showed up in my email just yesterday, minutes after the monthly statement, and not long before the important reminder about the scheduled maintenance you’re doing this weekend. The daily reminders about your annual conference are also arriving without delay, and I am pleased to report […]
Fixing the Customer Experience Part IV – Where to Start
Enough whining. Time to solve the messy experience thing. Now that the Customer Experience is safely in the hands of the marketing department, it’s time to figure out where to start with the fixing of it. The first thing I would do is pour a lovely drink and sit down and read The Effortless Experience by […]
Three Reasons Customer Experience Management Fails – Part II
Last week we looked at Customer Experience management (CEM) and the three reasons I think we’re doing it wrong. Reason #1 was forgetting that at the beginning, middle and end of all customer experiences is emotion. Reason #2: We focus on the problem I think car dealers have figured this one out. Most , Many […]
Only You Can Prevent Feature Puke
If you want to have fun at an otherwise dull wedding or corporate event, try to sit next to a professional event planner. When they aren’t trying to plan their own events, they can be found sitting in the back of other people’s events dishing out the catty remarks that make the back row so […]
To Everything Spin, Spin, Spin
I very much doubt there is a marketer in North America who has not attended a presentation by someone who worked on the first Obama campaign. To be sure, it is a compelling case study and a warm tale of the power of message over whatever that was the McCain campaign was doing. I think […]
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