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• Learning From The Good Fortune Advice Of Others
• 1 day ago
• Fortune Magazine asked 25 accomplished people about the best advice that they were ever given; it’s worth reading. I picked out 8 pieces of advice that I thought were particularly relevant to customer experience efforts. Here they are, with my comments: “Focus on those things you do better than others.” Peter G. Peterson, Co-founder and Senior Chairman, [...] ...

• Shaw’s Supermarket Shows How It “CARES”
• 2 days ago
• Our local Shaw’s Supermarket is undergoing a major renovation. It’s a mess. There are signs of construction everywhere, aisles are being moved around, and there’s a shortage of inventory. The environment is ripe with potentially horrible customer experiences. But Shaw’s is doing something about it. The supermarket has roving employees asking if they can help shoppers. One o ...

• Bank Of America Takes Comments, But What Is It Hearing?
• 4 days ago
• There was an article in the Boston Globe this week called “Feedback, even if it hurts” which talked about how companies like Bank Of America are allowing customers to provide feedback on their Web sites. So I decided to go take a look at Bank Of America’s customer feedback. Here’s what I found: As you can [...] ...

• Off Topic: Perusing Time’s Most Influential List
• 6 days ago
• Time Magazine published its fifth annual list of the world’s 100 most influential people. So I decided to take a look at that list from two angles: popularity and inspiration. Entertainers Win The Popularity Contest As part of the story, Time let readers vote on who should be on the list. Here are the five people who received the highest ratings (with some commentary [...] ...

• JetBlue’s “Happy Jetting” Is More Than Empty Promises
• 8 days ago
• I’ve written posts that have chided marketing campaigns from JP Morgan Chase, Circuit City, and John Hancock because they appear to be disconnected from the reality of how the firms treat their customers. Those myopic marketing efforts fail to meet a fundamental tenet of Experience-Based Differentiation: Reinforce the brand with every interaction, not just communications. I even developed th ...