Posts tagged as:

customer experience

The 3 biggest myths about your customers and a common Goldfish

June 4, 2011 purple goldfish project

Customer Experience is now more important than ever
CX is a game changer. Here are three leading indicators why:
1. The cost of customer acquisition continues to rise, making increasing retention the lowest hanging fruit in marketing.
2. Consumers now have a stronger voice given the emergence of social networks like Facebook, YouTube, Twitter, and Yelp.
3. Competing solely [...]

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Disney utilizes technology and rapid countermeasures to improve #custserv

January 17, 2011 purple goldfish project

Disney improves park utilizaton by 11%, getting customers to the fun faster
#660 in the Project is taken from an article by the NY Times:

“Deep in the bowels of Walt Disney World, inside an underground bunker called the Disney Operational Command Center, technicians know that you are standing in line and that you are most likely [...]

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Changi Airport brings some fun to travelers

November 24, 2010 purple goldfish project

Changi Airport slides into the Purple Goldfish Project
#508 in the Project is taken from a post by Colin Shaw of Beyond Philosophy:
“Sometimes, the best ideas are the simplest ones.
Inside Singapore’s Changi Airport there is a four-story slide. What on earth is a slide doing in an airport? Simple – it’s putting a bit of fun [...]

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Customer Experience Matters: An interview with Bruce Temkin

August 3, 2010 purple goldfish project

5 questions with an Expert
I had the pleasure of catching up Bruce Temkin of the Temkin Group for a cup of coffee early this morning. We met at the Marriott Marquis, which is located in the center of the universe . . . Times Square. Bruce was in town from Boston to speak at a [...]

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Customer Experience is the Ultimate Differentiator

May 27, 2010 what is lagniappe?

An Interview with Francois Gossieaux of Beeline Labs
I had the opportunity to catch up with Francois last month at the NewComm Forum in San Mateo, CA. I interviewed Francois for a video segment called MENG: 5 questions with an Expert. At the end of our discussion I asked about a recent post he wrote [...]

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United Breaks Guitars . . . 10 million reasons why Customer Experience is Vital

April 23, 2010 purple goldfish project

An Interview and a Purple Goldfish from Dave Carroll of ‘Sons of Maxwell’
I’m at the NewComm Forum in San Mateo, CA. Dave Carroll was one of the keynote speakers for the conference. In case you live under a rock, Dave is from Halifax, Nova Scotia and became a YouTube sensation less than a year [...]

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Put up or shut up . . . Do actions speak louder than words when building your customer experience?

April 13, 2010 value / maintenance matrix

Forget the yada, yada, yada . . . The lowest hanging fruit is giving ‘added value’
I recently wrote about the two concepts I believe are critical when building a customer experience. They are the concepts of value and maintenance which comprise the VM Matrix:

Here are main elements of both:
Value (the what and when of cx)

What [...]

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A Lesson in CX from the Grateful Dead: Put Your Customers in the Front Row

April 2, 2010 purple goldfish project

Pioneers in putting the ‘customer first’
I had the opportunity to watch a webinar with Hubspot’s CEO Brian Halligan (@bhalligan) and the noted author / speaker / raver David Meerman Scott (@dmscott).
Here’s a teaser from the duo talking about the webinar:

You can access the full webinar by clicking here
One of the lessons Brian and David discussed was [...]

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The Customer Experience Road Less Traveled

February 24, 2010 purple goldfish project

The Biggest Myth in Customer Experience is the Idea of Meeting Expectations
There are two paths that diverge in the corporate woods. Many companies take the wide first path and are happy with just meeting expectations. Others consciously take the narrower and tougher road deciding to go ‘above and beyond’ to exceed customer expectations. The second [...]

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