Posts filed as Customer Experiences

No decision is too small to sweat for Apple. We see that in the design of their products and in the design of their retail stores. Apple’s attention to the smallest of details is similar to Disney’s attention to small details in all its theme parks. Which is interesting because “… more people now visit Apple’s 326 stores in a single quarter than the 60 million who visited Walt Disney Co.’s four biggest theme parks last year”

Recently Ben McConnell (Church of the Customer) shared his perspective on the distinction between Word-of-Mouth (WOM) and Buzz. (It’s a good read.) His post rekindled some of my thoughts on Creationist WOM vs. Evolutionist WOM (video clip). The Creationist WOM

[I'm on a visual kick these days.] Let your marketing mind wrestle with David Armano’s nifty depiction of the ladder up to Brand Heaven and the ladder down to Brand Hell. Good Stuff!

The Simpsons movie tie-in with 7-11 got lots of digital ink last summer. Marketers, like Jake McKee, raved about it and shared photos galore. Evangelists created a blog about it. Even Advertising Age critic Bob Garfield cooed about it. No

Despite the hype, despite the activation issues, and despite the myriad drawbacks, buyers of the iPhone are a very happy bunch. So says a recent study from Interpret of 200 iPhone buyers. According to the study, 90% of iPhone buyers

Is it unrealistic for us to expect businesses to be perfect? Are we setting ourselves up for disappointment by expecting businesses to flawlessly deliver every single time? As customers, are we expecting perfection when perfection is unattainable? Is that fair

Mark Hurst over at the Good Experience blog posted his 10 steps for becoming the VP of Customer Experience at your company. He speaks of forming stakeholder groups and offshoot ad-hoc teams, implementing “skunk work” projects, and championing the cause

Steven Bigari, a McDonald’s franchisee, has dramatically increased the efficiency of his 12 McDonald’s by reducing its drive-through order time by 30 seconds to a little more than one-minute per transaction. (That’s well below the McDonald’s drive-through average order time

Fast Company needs our help to determine which companies provide the best customer experiences. To find their list of best-in-class companies, Fast Company worked with a panel of customer service and customer experience experts. (Rumor tells me Brand Examiner Paul

From the recently launched Experience Economy Evangelist blog, I happened upon a trove of “experience economy” articles from the renowned experiential marketing provocateurs – Joseph Pine and James Gilmore. I perused a few of these 41 articles and Pine and