These articles highlight strategies in Customer Experience Management: from examples of current leading practices in customer experience to everyday stories of how customer experience can help organizations gain a competitive advantage, greater customer retention, and growth.

I ordered some take-out the other day from a local, but popular, Mexican Restaurant called Los Hermanos Mexican Restaurant. Their food is decent, but their service is a mess. I called-in an order of two meals and some chips. The lady who took my order was nice and she said I could come and pick […]

During the Christmas season (internally known as “peak season” at Amazon), it helps to review briefly why people visit Amazon.com. Based on qualitative and quantitative research, below are the reasons for why people visit Amazon.com: Specific Purchase * Come to Amazon.com with specific title/model in mind. * Very focused on mission; have already made product […]

Most organizations collect and report on metrics that are not descriptive of their processes. Some of you may have noticed that most metrics that are reported are the “average” or the “median”. Most people do not understand elementary statistics and their application to business. Here is the truth of the matter: Your customers do not […]

Can we learn the design thinking process from bad breath? Yes, we can. I love good design — creative and design excellence is a strong personal interest of mine. I love when things are easy to understand, aesthetically pleasing, and cognitively ordered. I am especially impressed with good industrial design, demonstrated by Apple and the […]

Jeff Bezos, during a pre-peak meeting once said to a small group of us that there will be many, many winners on the internet. He said that some follow the close-follower mentality and those companies focus on the competition. He continued to say that Amazon has and always will be customer obsessed. He vowed that […]

Last week a few buddies and I watched The Ultimate Fighting Championships 61. It was pretty good. A few featured fights were Tito Ortiz vs Ken Shamrock and others. One of the fights was between Andre Arlovski vs Tim Sylvia. During the Arlovski vs Sylvia fight, the announcer made a comment that Arlovski’s chin has […]

Warning: This post is longer than normal. I include my thoughts on Product Design and then an article on Ethnography. It’s good stuff, just a little long. I cleaned-up our bird room the other day. I changed the newspaper, their water, I 409’d under the cages, and I vacuumed the carpet. It wasn’t a bad […]

Very few service providers, regardless of service, look at the customer’s experience — from the customer’s point of view. If they did, service providers would realize that customer’s wait around a lot and much of the customer’s time is wasted. Queue’s can be an effective way to organize. The key is in managing the queue […]

Jason Calacanis is clearly customer focused.  He’s using the interactivity of the web as a real-time focus group.  This does several things: For AOL, it helps them improve quickly and creates a TON of goodwill with its customers.  For the customers, it helps them to feel listened to and that their thoughts and ideas are important. This […]

One key Amazon Core Value is Customer Obsession. What exactly does that mean? In today’s business jargon, it seems almost trite to say the phrase, but at Amazon it’s not an empty term. Not at all. Below are a few examples from my time at Amazon. I hope they paint a picture for you of […]