Monthly Archives: September 2003

Conference: customer service world

eCustomer service world is having a conference in November that includes a customer experience management track. Some companies like T-mobile and Harley Davidson will be highlighting how managing the customer experience has contributed to their bottom-line.

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blogs as marketing tools

what have mouthguards (gumshields(UK)) got to do with blogging or customer experience or design? Not a lot… Except one mouthguard company, XLR8, is now hosting blogs. I don’t have any figures but I would imagine that they are experiencing increased traffic to there heavily branded web site. In addition to extra traffic and “impressions”, they [...]

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experience branding and business strategy

Experience Branding was one of four trends that are changing the face of branding as proposed in a Prophet press release. “Experience branding – Strategists are increasingly thinking beyond product to the full extent of the brand experience, which is consistently reinforced organization-wide in all customer interactions” (quoted from the press release) Now, most people [...]

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customer respect index

How can Siebel Systems end up toward the bottom of a “customer respect” report? The irony, of course, is that Siebel is one of the preeminent names in the CRM business. Here’s the customer respect press release The customer respect index claim to be “improving the online customer experience”, the group claims to measure “25 [...]

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