Customer Experience

In Brief The Challenge Customer service quality is falling. That’s because today’s reps aren’t selected and trained to handle increasingly complex customer issues. The Fix Managers should abandon their preference…

Imagine you are a marketing manager about to launch a brand called Noxu, which markets jigsaw puzzles. You just received an email from your CEO, asking you to choose between…

A survey by Bain and Google of 1,208 people at U.S. companies who are involved in buying software, cloud hosting, hardware, telecommunications, logistics, marketing, and industrial equipment revealed a set…

Are you facing falling customer orders? Slower renewals? Cancellations? Requests for ever-deeper discounts? Those are silly questions. Of course you are experiencing these recession symptoms. And you have probably cut…

Although the economy is finally improving, growth is still hard to come by. As the founder and co-chief executive of Panera Bread, I can safely report that the growth challenge…

It’s been 21 years since the first banner ad appeared on the web. It ran on a site called HotWired.com, the original website of Wired Magazine, and it asked, “Have…

Last week’s post described my negative experiences with companies that appeared to be cutting down on customer service. I empathize with these companies. They face the tough challenge of figuring…

The study: Anouk Festjens and her colleagues invited female students to perform “customer research” for an apparel company by examining men’s boxers or T-shirts, and then rating the items on…

Everywhere you look these days it seems that modern commerce has been designed to separate humans from each other. Smartphones keep our attention locked in a virtual realm, online retail…

It was hailed as the greatest product since the iPod … the wheel … the car. Instead, it turned out to be more like New Coke or the Segway. So…