November 2008 Blog Posts (3)

Customer Experience in a Down Economy

Customer Experience in Down Economy As economic cycles change, customer experience strategies must adapt to evolving customer expectations, competitive forces and financial realities. To offer timely advice on customer experience strategies, a group of 18 experts contributed to a free publication sponsored by OgilvyOne’s Customer Futures Group. This 83-page document is titled The Importance of the Customer Experience in a… Continue

Added by Lynn Hunsaker on November 26, 2008 at 7:13pm — No Comments

Are Customer Programs Giving or Getting?

Who benefits most from customer programs in place today?

- New customers?

- Existing customers?

- The company itself?

- All of the above equally?

I'd venture to say it's rare to find customer programs that benefit all of the above equally -- or that truly benefit existing customers. In these economic times particularly, it certainly pays to keep customers coming back! Existing customers are the natural source for good word-of-mouth and referrals, and for expanding… Continue

Added by Lynn Hunsaker on November 10, 2008 at 9:00am — No Comments

Customer Experience - What is it?

The term customer experience has a wide array of interpretations. For some people it revolves around shopping or website navigation. For others it's about ease of use as the customer interfaces with the product or service they purchased. For some, it's about technical and customer service. And still others view it as creating affinity through unique events, communities, and promotions. The big question is: how do your customers define customer experience?

Customer… Continue

Added by Lynn Hunsaker on November 1, 2008 at 4:00pm — No Comments

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