How fabulous are the online shoe retailers like Zappos! I have heard many women speak directly to the value and benefits of not having to deal with the negative aspects of brick and mortar shoe shopping.
This was driven home when I read the Forbes article interviewing Tony C. Hsiech, the 34-year-old CEO [...]
It is a holiday weekend and I am sitting in my hotel room. The hotel is part of a major chain. This is kind of a busman’s holiday for me, since I really can’t shut down my brain when I observe and live the effects of bad customer service. Yet, my family needs [...]
In a recent blog entry I wrote about the power of the internet in controlling the customer experience – and using this channel internally to train and learn from.
Recently a PricewaterhouseCoopers report about the consumer-driven era of “lifestyle media” talked about the increased demand for “content packaged in a rich, personalized and social [...]
In my previous post, I offered some tips on how companies that enjoy successful customer experience/customer service reputations in “classic” or traditional modalities can extend that to also develop an outstanding customer experience in their online properties.
Now I want to go beyond this list of basics and suggest that a really great online experience [...]
Have you ever wondered why high-touch retailers or businesses haven’t found the best ways to translate their in-person high touch experience to their online customer experience?
A lot has been recently written by industry experts on this subject. Conference agendas are being dedicated to this issue. Industry advisors are correctly recommending that [...]
RSS Entries