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Category Archives: Customer Experience
Great Customer Service from Apple
Over the past few years, I will have to admit to becoming quite the Apple fan! I enjoy the technology, but I really think the thing that keeps me coming back is the way that every experience, in product and … Continue reading
Posted in Cluetrain, Customer Experience, Customer Service
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Brand Trust: Easy Come, Easy Go
I was shopping at a Woolworths Supermarket in Sydney recently, looking for a peanut butter that is 100% crushed peanuts – the Sanitarium product I had like has not been on the shelves for a couple of months. In the … Continue reading
The Opportunity of Complaints
Australian airline Jetstar recently got media attention when a gate attendant apparently acted rudely to a customer, actually several customers, while they were boarding a flight from Sydney. The fracas was apparently over carry-on luggage. When the customer, a Ms … Continue reading
Posted in Cluetrain, Customer Experience, Customer Service
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T-Mobile: A Good Customer Service Experience
In November I travelled to the US for DEMA 2009 in Orlando. During a stop over in LA, I signed up for a T-Mobile HotSpot account so that I could get access to wifi at a range of locations around … Continue reading
Posted in Customer Experience
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Build Walls To Keep Customers Out
At the recent DEMA 2009 Show in Orlando I spent a fair amount of time walking the floor of the tradeshow looking at the various exhibitors. Apart from looking at the products and toys on display, and meeting great people, … Continue reading
Customers Do a Banana Split on Westpac
One key theme that resounds in customer service is that there is rarely any benefit to be gained from telling a customer that they’re wrong. I have to add another to that list – there’s rarely any benefit to telling … Continue reading
Dealing with Complaining Customers
I had an experience recently where I had cause to complain about a product to its manufacturer. This particular product is an iPhone Twitter application, and its maker it a prominent Twitter user. I emailed them with my comments and … Continue reading
Irasshaimase: Welcoming the Customer
Yesterday I had lunch at a sushi bar with a colleague. Having lived in Japan, many of the sights, sounds and experiences of the Japanese culture are second nature to me. Thus I was a little surprised when my colleague … Continue reading
A Song and Dance Experience Is Not A Great Product Experience
I was amused to see this Youtube clip (tweeted by @RichardGiles) showing the “spontaneous” breakout into song by staff members at the new Microsoft Store in Mission Viejo, California. Watching this video I see several branding and marketing lessons. Firstly, … Continue reading
Posted in Cluetrain, Customer Experience, Experiential Marketing, Mac, Marketing, PC, Technology
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The Qantas Premium Economy Experience
I recently had a trip to the US to attend the world’s premier scuba diving business expo – DEMA Show 2009. Having made many trips across the Pacific over the years, both for work and for pleasure, I have to … Continue reading
Posted in Customer Experience
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