Category Archives: Customer Experience

Seth Godin – I DISAGREE on being "satisfied"…

On average, I agree with 90%+ of what Seth Godin talks about on his blog, writes in his books, or speaks about in his speeches.  However, today I have to disagree with Seth. Seth wrote a blog post, “Dissatisfaction Guaranteed,” where he closed with a line, “Satisfied means done, finished, I don’t need any more.” …

Ogilvy gets it….Word-of-Mouth IS the answer

Brian Featherstonhaugh, CEO and Chairman of Ogilvy One Worldwide wrote a great blog post for iMedia yesterday that really hit home with what we have been focused on with organizations and executives for a long time – Word-of-Mouth RULES! In his blog post, “Did the Birth of Social Media Change Everything?“, he wrote, “It wasn’t…

Who is REALLY in control…the answer might surprise you

This is an interesting question I get asked quite often from CEOs and business leaders when they are wondering what they should do about social media.  The question comes up as to which group could benefit the most and in larger organizations, who is in “control” of social media.  And especially for CEOs, who live…

WOM drives Value – McKinsey agrees…

There is a “perfect storm” building out there and it is called Word-of-Mouth Marketing.  While most marketers shun the idea of Word-of-Mouth as a legitimate and measurable form of marketing, the advent of social media and the tools behind it are changing that world rapidly. McKinsey and Company, an internationally recognized strategy and management consulting…

All Word-of-Mouth isn’t positive…

To be a Customer or Not…your ADVOCATES are BOTH

In the “old world” (before social media) loyal customers were also your biggest advocates. They told people about you based on some type of experience they had with your company. It wasn’t easy to do this and it happened one-on-one in most cases. It would be rare that a non-customer would go out of their…

Customer Loyalty and Word-of-Mouth

When my brother and I wrote our book, “Creating and Delivering Totally Awesome Customer Experiences,” we shared both the process and the research results addressing the type of experiences that caused customers to be fanatically loyal. The core of this was making and keeping “Promises,” building a “relationship” and then creating “Trust” with the person…

Customer Loyalty just doesn't happen…

One thing I have noticed over the years is how important something can be to someone and yet how little attention they give it.  Take for example a relationship with someone.  How many times do you see the relationship being neglected and taken for granted by the other person – only to wake up one…

A great experience at a winery…

Last week was my wife’s birthday and we wanted to do something fun and special – of course, where have you heard that before.  Since we live in Woodinville Wine Country, Woodinville Washington, we decided having a party at a winery would be a fun experience.  But which one – there are tons of great…

Nashville delivers an experience – but did it build "Loyalty"?

Loyalty is not built overnight, but it can start with a single event. This past week I was in Nashville celebrating my wife’s birthday and had some great experiences. I thought you might enjoy hearing about them as you think about “customer experiences” and how they can create “customer loyalty.” Consistency is still KING. One…