Tag: customer experience management

How to Win in Social Customer Care

June 12th, 2016   •   no comments   

How to Win in Social Customer Care

Do you know that companies are literally losing billions of dollars each year by pissing off their customers? Or that it costs 6 to 7 times more to acquire a new customer than to keep an existing one?

It always amazes me why companies would rather focus on acquiring new customers through social media than care for existing ones.
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Managing Customer Experiences in the Digital Age

February 23rd, 2016   •   no comments   

Customer Experience Management in the Digital Age

In the age of social media and mobile digital devices, the greatest opportunity for marketers lies in how they can delight customers both online and offline.

Also known as customer experience management, it seeks to provide a holistic brand experience across all customer channels, going beyond traditional measures of customer satisfaction.
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How to Truly Market – Without Marketing

May 14th, 2014   •   no comments   

How to Truly Market Without Marketing
Source of image

What is the simplest definition of marketing?

According to the Business Dictionary, it is the management process by which goods and services move from concept to the customer, while involving the 4 Ps: product, price, place, and promotion. For services, this may be expanded to include other Ps like people, process, and physical evidence.
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7 Ways to Delight Your Customers

February 19th, 2014   •   no comments   


Marketing is broken. At least in the traditional sense.

Focused on customer acquisition, promotions and sales volumes, traditional marketing views customers as “targets” to be arrowed.

Bigger, bolder and flashier campaigns are launched to attract their rapidly diminishing attention while carrots like discounts, freebies and lucky draws are dangled to coax them to open their wallets. 
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When Less is More

December 29th, 2013   •   1 comment   

Courtesy of Bruce Kasanoff

In the age of the social “avalanche”, we’re bombarded with a non-stop stream of information.

From millions of websites, thousands of apps, to hundreds of channels, endless varieties of choices awaiting us. Smartphones are now laden with so many mind boggling features that you wonder who on Earth is capable of using them.

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Wow Customers with Anticipatory Service

November 25th, 2013   •   no comments   

Courtesy of InFocus

I was totally floored by a blog post by Jackie Huba of Church of the Customer.

In her post, Huba recounted how Nordstrom – a beacon of premium customer service in the US – upped the ante by replacing her worn-out loyalty card with a new one sent to her home without any prompting. All it took was for Huba to remark that her card was old and presto! A new card was delivered.
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Can No Service Be The Best Service?

September 1st, 2013   •   no comments   

Courtesy of budd life

What is fabulous service? How do you define a “delightful experience”?

To many, an exceptional encounter is a heroic one, epitomised by a smiling human being who jumps through flaming hoops to provide memorable encounters.
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How Stories Bring Brands To Life

June 30th, 2013   •   2 comments   

How Stories Bring Brands To Life TOMS shoes
TOMS shoes has one of the most best brand stories ever (source of image)

Logos. Taglines. Company names. Mastheads. Mascots. Jingles. More logos.

Every single day, we’re exposed to hundreds of different brands. These cover the entire spectrum of the consumption experience – from F&B to fashion, tuition services to toiletries.
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Great Service = Great Marketing

January 2nd, 2013   •   no comments   

Robinsons is an icon of service in Singapore (image courtesy of goodcitydeals)

What is the best way to trigger positive and enduring word of mouth?

Is it…
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Tales from the Tenement Museum

October 25th, 2012   •   no comments   

Courtesy of Gadling

Have you heard of the Tenement Museum in New York?

Founded in 1988 by Ms Ruth Abram, the Tenement Museum is a historic house museum located in the Lower East Side of New York City. Occupying a former block of apartments and shops, it depicts the gritty lives of immigrants to New York and the US from the late 1900s to early 20th century.

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