Air New Zealand Bringing Sexy Back! Have you ever sat on the plane prior to takeoff and the steward/stewardess came on the speaker and asked you to take out the safety manual in the front pocket and follow along and you looked at the manual
When You Receive the Opposite of Customer Service Sometimes these blog posts are more cathartic than one can imagine. Recently I was having coffee with a friend and he began telling me his customer experience nightmare. His story is a first-hand account of what happens
Customer Experience and Communities While researching and writing this article, I decided to Google “Customer Experience and Communities.” What I found is that while companies and corporations are using buzzwords like customer experience CX or user experience UX, that many companies still don’t walk the
Five ways to engage your online community The most commonly asked question that we hear is how can a company make their communities more engaging? We see it time and again, a company decides to get a community, and they see high levels of excitement
Starbucks’ Open Sourced Customer Experience Idea Have you ever wondered how a company like Starbucks got to be so good at customer experience? We have found that a key to great customer experience comes through active and engaged brand communities that are able to provide
Mercedes-Benz Online Communties When a luxury car company experiments with a technology to help gather market research and continues to expand year after year with that technology, you must conclude that it is paying off. That is what happened with Mercedes-Benz who first began using
Gaining Product Development Insights by Engaging with Adolescents Last week I was shopping with my 12 year old relative who is a smart, active, sixth grader who enjoys spending her time dancing. Her mother is also very active, and enjoys yoga and like any yogi
Design Teams, Customers and Rebranding Rebranding can be a necessary step in changing the trajectory of a company. However, it does come with some measure of risk. Rebranding when done right seeks to take the successful aspects of a company’s service or product and carry
Slow and Steady Wins the Market Research Race If there is general agreement that obtaining customer input on your business is critical, why do so many companies have trouble with the execution of obtaining that information? I was reminded of this after reading a recent
Can I Ask You A Quick Question? In a recent article by Tom Lancaster entitled Six Reasons Why Microsurveys Are a GRIT 2016 Trend to Watch, the CTO for InCrowd discusses how microsurveys have gone from being a talked about approach in research to being