Today we have a special guest with us, Esteban Kolsky. Esteban is a VP at KANA where he is very focused on great customer experiences, especially in the area of customer service. He is also a...
I have been writing this blog for over a year and a half and have developed a nice following of loyal readers. Thank you, loyal readers!! I would like to get some feedback from you on what you ...
https://customersrock.wordpress.com/2008/08/11/feedback-for-customers-rock/
In the current economy, consumers are holding on to their money more tightly and making hard choices about if, and where, to spend it. Having a great customer experience greatly increases the c...
https://customersrock.wordpress.com/2008/08/09/ikea-rocks-with-its-retail-customer-experience/
There are many, many times here at Customers Rock! where I highly recommend that companies listen to their customers as often as possible. The best way is to take note of the verbatim words cus...
https://customersrock.wordpress.com/2008/08/04/rockin-customer-feedback-suggestionbox/
Part 9 of the ongoing ReExperience Starbucks project with Jay Ehret from The Marketing Spot. Don’t forget our survey, which is still open, at the end of the post. Please tell us what you th...
https://customersrock.wordpress.com/2008/07/29/re-experience-starbucks-update-9-customer-loyalty/
I heard a very interesting observation from a 14 year old young man the other day. “Why don’t they sell swim trunks in July? That’s when I need them. Seems like stores aren’t very f...
https://customersrock.wordpress.com/2008/07/24/is-retail-customer-focused/
It seems to me that when the US Army Corps of Engineers is blogging, blogs have hit the mainstream. There was an interesting article in The Military Engineer, May-June 2008, about Lt. Gen. Robe...
https://customersrock.wordpress.com/2008/07/18/blogs-hit-the-mainstream/
Overheard the other day from a cashier at my local grocery store (a large chain, by the way): “Can I get a bagger over here? You aren’t paying me enough to have me bag the groceries, too!�...
https://customersrock.wordpress.com/2008/07/15/who-speaks-louder-marketing-or-customer-service/
As the astute reader will have noticed, I recently began teaching at University of California San Diego Extension. I am teaching the class Marketing via New Media. So far, it is very interest...
https://customersrock.wordpress.com/2008/07/11/teaching-social-media/
I always encourage my clients to listen to their customers using a variety of mechanisms. One of the best ways, however, is to listen to or read customer verbatims. In other words, listen to ...
https://customersrock.wordpress.com/2008/07/09/tell-3000-the-voice-of-the-customer/