Category archive: Customer experience
Accepting second best
Monday, July 9th, 2007 at 9:47 pm
What does the outside of a business say about what goes on inside?
Tags: Branding, Customer experience, customer+experience, little+chef, signage, visual+identity
Categories: Branding, Customer experience
Quote of the day
Tuesday, June 12th, 2007 at 6:59 am
Quote of the day from Gavin Hilton (Planning Director, WWAV Rapp Collins)
Tags: brand+experience, Branding, Customer experience, Direct marketing, Marketing, Public relations, Social media, Web strategy, WWAV+Rapp+Collins
Categories: Branding, Customer experience, Direct marketing, Marketing, Public relations, Social media, Web strategy
Statistics, research and analysis round-up - w/e 8 June 2007
Saturday, June 9th, 2007 at 10:14 pm
A round-up of statistics, analysis and research that I spotted this week.
Tags: Business development, Customer experience, Direct marketing, Email marketing, Marketing, Podcasting, Public relations, Sales, Search engine optimisation, Social media, Web strategy
Categories: Business development, Customer experience, Direct marketing, Email marketing, Marketing, Podcasting, Public relations, Sales, Search engine optimisation, Social media, Web strategy
Statistics, research and analysis round-up - w/e 25 May 2007
Monday, May 28th, 2007 at 9:22 pm
A round-up of statistics, analysis and research that I spotted this week.
Tags: -research-and-analysis, Advertising, Blogging, Customer experience, Direct marketing, Marketing, News, ofcom, Online video, Podcasting, Public relations, Search engine optimisation, Social media, statistics, Web strategy, web+2.0
Categories: Advertising, Blogging, Customer experience, Direct marketing, Marketing, News, Online video, Podcasting, Public relations, Search engine optimisation, Social media, Statistics, research and analysis, Web strategy
Using marketing segmentation and personas to understand customers
Friday, March 30th, 2007 at 9:23 pm
Considering how market segmentation and user personas can work together to improve the effectiveness of marketing activity.
Tags: Customer experience, imediaconnection, market+segmentation, Marketing, personas, segmentation, steve+mulder, user+personas
Categories: Customer experience, Marketing
Talktalk, the broadband update and my router
Thursday, February 22nd, 2007 at 8:37 pm
TalkTalk’s upgrade to my broadband service and help when my router wouldn’t connect left much to be desired. Google to the rescue…
Tags: 3com+officeconnect, Customer experience, customer+service, General, Hardware, router, talktalk, talktalk+broadband
Categories: Customer experience, General, Hardware
Ecyan.com and T6 Consultancy - a follow-up
Monday, January 15th, 2007 at 8:52 pm
In December 2005 I posted on my blog about a bad experience I had with ordering from an internet site called www.ecyan.com. I’ve since had a letter from a representative of one of the companies named in the comments to that post.
Tags: ecyan.com, russell+wilkes, speedydelivery.co.uk, t6+consultancy, trading+standards
Categories: Customer experience, General
Mixing customer experience, marketing and public relations
Sunday, November 26th, 2006 at 10:36 pm
My thoughts on how you can differentiate yourself through customer experience, and how this links with marketing and public relations.
Tags: customer+experience, Marketing, public+relations
Categories: Customer experience, Marketing, Public relations
A different web consultancy project
Saturday, October 14th, 2006 at 7:52 am
The new Medway Primary Care Trust (PCT) website has just launched. The site was designed and build by the team at Netsite, and I acted as website consultant for the folks at the PCT.
Tags: Customer experience, Marketing, medway+council, medway+pct, netsite, Podcasting, Public relations, public+relations, public+sector, Social media, social+media, Web development, web+consultancy
Categories: Customer experience, Marketing, Public relations, Social media, Web development
It’s been emotional
Wednesday, September 13th, 2006 at 6:48 am
Designing customer processes to trigger desired emotional reactions is a key way of differentiating your product or service from its competitors. This is particularly true online where the differentiator of personal service doesn’t come into play.
Tags: customer+experience
Categories: Customer experience
Week in view - w/e September 1st 2006
Friday, September 1st, 2006 at 10:26 pm
Most weeks I see a few things that I’d like to blog, but don’t have the time during the week. So I thought I’d try just saving them until the end of the week when I have a bit more time to do a round-up.
Tags: customer+experience, Marketing, News, public+relations
Categories: Customer experience, Marketing, News, Public relations, Week in view
How we treat our customers
Friday, September 1st, 2006 at 6:46 am
Marketers tend to focus on acquiring new customers, and don’t spend much on looking after existing customers. Kathy Sierra thinks this is a mistake.
Tags: customer+experience, Marketing
Categories: Customer experience, Marketing
How to give customers bad news
Wednesday, August 2nd, 2006 at 6:03 am
Regular readers will know that this site is now hosted by Dreamhost. They’ll also know that since I switched over the availability of the site hasn’t been great, with a number of short and long outages.
Tags:
Categories: Customer experience, Public relations, Web development
Immersing yourself in your customers
Sunday, July 16th, 2006 at 10:33 pm
I used to spend a lot of time when I worked at Boots visiting stores to see how people actually shopped, rather than how people in head office thought they did. The value of doing this kind of customer immersion is as important as ever in the digital age.
Tags: customer+experience, Marketing
Categories: Customer experience, Marketing
Bad experience with my new digital SLR
Friday, June 16th, 2006 at 11:04 pm
A fortnight or so ago I got a brand new Nikon D50 digital SLR from the Jessops store in Bluewater. Returning from a week-long holiday today I was gutted to find that of 326 images I’d taken with the new kit, 151 were corrupted and can’t be read.
Tags: customer+experience, General
Categories: Customer experience, General
A great customer experience
Monday, March 13th, 2006 at 7:13 am
On holiday we rented a holiday property that was a good example of how a great customer experience can differentiate a product or service from its competitors.
Tags: customer+experience, Marketing
Categories: Customer experience, Marketing
Don’t buy from ecyan.com
Friday, December 30th, 2005 at 7:41 pm
Before I buy online from an site I haven’t purchased from before I usually do a Google search on the site name and the term “complaints”. But this time I got caught out.
Tags: Customer experience, customer+experience, General
Categories: Customer experience, General
Marketing and the customer experience
Monday, September 1st, 2003 at 6:02 pm
Some thoughts about marketing and the customer experience and how marketers can benefit from the customer experience approach.
Tags: customer+experience, Marketing
Categories: Customer experience, Marketing
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