Archive for the ‘customer experience’ Category

With US e-commerce spending set to hit $262 billion this year, how do traditional retailers keep attracting customers’ hard-earned dollars?

After almost a decade of faithful service, my trusty iPod classic recently reached its 30GB limit. With regret, I recognized that I needed a replacement with a larger memory. However, the iPods that fulfilled my criteria in Apple’s current range repr…

As a consultant, I travel frequently. My airlines preferences are Southwest (for convenience) and Virgin America (for comfort). On a recent business trip, however, the only nonstop flight available was with American Airlines. While I hadn’t flown the…

Moving across the country involves infinite details, from the major to the mundane. In my last blog, I recounted the unfortunate lesson learned while dealing with Time Warner Cable: friendly service does not equal a good customer experience. In other r…

Budget airlines have been commonplace in Europe and the US for some time. And now they are starting to enter the Asian marketplace, where demand for air travel is growing at a rapid pace. There is Jin Air, a low-cost airline operating out of South Kore…

Since moving from New York to Los Angeles last month, I’ve had more experiences with customer service agents than I’d had in the past year. The best ones were honest, straightforward and made my life easy; the worst left me feeling resentful and ri…

From the corporate section of eBay’s website, you get the impression that the company sees the brand experience as a key priority. For example, in the leadership bio section, each executive lists his or her favorite eBay experience. Here is Mark Carg…

Cabernet, Syrah, Grenache—all words I love. They conjure images of rolling vineyards, rustic picnic tables, and most importantly, lots of wine—one of my favorite things.

Those of us who are ING Direct customers received an email yesterday that the bank is now officially Capital One 360. Change has been in the works since June of 2011 when Capital One acquired ING Direct as part of a European restructuring agreement, so…

Every company understands the value in making it easy for customers to sign up for their services. Simplicity in membership activation is a no-brainer: the simpler it is to sign up, the more customers will sign up. But what about the cancellation proce…