Tag Archive: Customer Experience 2.0

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…

It's all about…….YOU

I have a problem.  The problem is that I am actively engaged in speaking, writing and consulting in the area of Social Media.  Why is that a problem?  Because I am all about “what can I do for you” in the customer world and in the Social Media world it is “all about me and…

EBRT embraces Social Media…

Last Wednesday I had the distinct pleasure of speaking to one of the most influential and well respected business groups in the area – Bellevue Chamber of Commerce’s EBRT (Eastside Business Roundable).  This group is comprised of some of most well known business leaders in both Seattle and Bellevue. Why was I there?  They were interested,…

Actions speak louder than words…

One issue that seems to resonate in the market is who companies care about the most – NEW customers or CURRENT customers?  What I find out there is an incredible discrepancy between what is “said” and what is “acted” out by companies. Too often a business tells its existing customers that they are the MOST…

When will they get it…

When are companies going to GET IT – the customer has a voice about the experience they want from a company.  Unless companies can dial into this experience, they will become irrelevant.  A great article that supports this and has the numbers to back it us is the Internet Retailer and their article, “Companies fail to measure…

Love it or…

I recently read and article about the new head of Newsweek magazine and how he, Tom Ascheim, is having to transform the magazine if they are going to survive.  While I am not a big fan of the print media overall because of how they sensationalize almost everything, I do have to agree with Tom…

Are you "Authentic" if you keep your "Promises"?

Interesting question, isn’t it?  The word Authenticity has been around for a long time and it has resurfaced in the past few years to be linked to behavior and to customers.  But is it really the “right” word for our times and does it really communicate what is really meant by the author?  I don’t…

Seth got it right – almost…

Seth Godin, probably one of the greatest marketing minds of a new era is usually “spot on” in about everything he offers up – at least I believe he is.  If you haven’t seen his blog, you have to check it out and follow him for a few weeks to get a feel for how…

Happy NEW YEAR !!!

As we close out of 2008 (sounds so yesterday already) and move into 2009, I wanted to take this opportunity to wish all our followers a very HAPPY NEW YEAR!!   I have been reading a number of blogs over the past several weeks and I have to admit, I am very disappointed.  The majority…

What is Customer Experience 2.0 anyway?

Customer Experience 2.0 is a new way of thinking and a new way of acting.  The goal of introducing the framework and approach in Customer Experience 2.0 is around two primary principles – DIFFERENTIATION and SALES.  This is a unique way to combine some leading edge, inexpensive tools to create tremendous results in both these…