In this
issue Save 200 or $250 on customer management
conferences.
More
In this
issue Paying attention to detail leaves the
competition
behind. More
In this
issue Making emotional
connections
through participatory design. More
THOUGHT
LEADING Aligning Brand and Customer Experience is
Key Call centres’
potential for
brand-building opportunities are missed when organisations
use them
merely for customer data gathering, according to research by
Vocalis. Marketing managers often ignore the brand build or
Customer
Experience element. More
GLOBAL
HEADLINES
US Customer Satisfaction
Mixed Latest results show that the American
Customer
Satisfaction Index was uneventful in all markets during 2002
except
e-Commerce, where Customer Experience was reflected in
improved
services. More
Importance of Setting Right Expectations
with
Customers A survey
reports tourists
are angered by brochures that ignore building sites, rubbish
tips
and give confusing distances between hotel and beach,
demonstrating
the importance of setting the correct expectations with
customers. More
Attention to Detail Key to Creating Winning
Customer
Experience Handpicked
flowers in
the toilets and personal greetings from the chairman helped
Palmair
beat every national and budget rival airline with 85%
ratings in a
Customer Experience poll carried out by the Consumers’
Association.
More
WHAT BUSINESS
LEADERS ARE
SAYING
Jeff Bezos, Founder and CEO of
Amazon.com Jeff Bezos
stresses how
“relentlessly improving the Customer Experience”
enabled Amazon to
achieve the highest score on record for any industry in The
American
Customer Satisfaction Index (ACSI). The company scored 88%
for
customer satisfaction in both online and retail
services. More
ONLINE
POLL
STILL
RELEVANT
How
important do you
think emotions are in the customer experience?
As the Customer Experience
continues to
grow in importance daily, we have been asked by a
number of
people to provide regular information on developments
and
trends in the new emerging Customer Experience
marketplace.
Beyond Philosophy has therefore decided to launch
Customer
Experience Times, a monthly email update
outlining what
is happening. Our aim is
to create a community of like minded individuals who
are
interested in the Customer Experience, by offering
thought
leading articles, information and details about up and
coming
industry events Colin
Shaw,
Founding
Partner
SAVE 200 Book
your place at the European
Conference of Customer Management featuring guest speakers Tom Peters
and Gary
Hamel. Last year’s event sold out so don’t
waste time. Only a
few places now remaining.Click
here
The North
American Conference on Customer
Management Don’t miss out on the opportunity
to hear Tom
Peters, Michael Porter and Warren Bennis for a special
Customer Experience Times™ reader’s
price. Click here
