This is a guest post from author, corporate director, and TED speaker Nilofer Merchant (a.k.a. the Jane Bond of Innovation). Purpose is arguably what distinguishes successful businesses with exponential impact from the rest. The Social Era has raised the visibility of this gap between what organizations do and the story they (try to) tell. Meaning…
Tag Archives: customer experience
Video: Mike Faith explains how Headsets.com took risks that got people talking
Boring stuff doesn’t start conversations. But risky, unexpected, and surprising? Now we’re talking. If it pushes the edge, it could be great word of mouth marketing. What wacky stunt have you been too afraid to try? Is it unique, repeatable, or topical? Would it have more people laughing than shaking their heads? In the video…
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The Captain and the Fork
This is a guest post from Todd Alexander, Brand Evangelist and EVP for Kreber. I was boarding my flight from New Orleans to Chicago today on flight #1068. While I was in the jetway, I saw the Southwest Airlines Captain (Paul) leaving the plane for the terminal during his 40 minute layover. I figured he had…
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Your product is the experience
This is a guest post from Todd Alexander, Brand Evangelist and EVP at Kreber. Last night we went to our favorite Indian restaurant and enjoyed a fabulous meal. My daughter-in-law ordered her usual chicken tikka masala and she made a very interesting comment after she had just a few bites. She said, “The food tastes…
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How Merrell Shoes generates word of mouth with customer service
This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. A Shoe Story I have wide feet. Finding comfortable shoes isn’t always easy. A few years ago, a friend turned me on to Merrell and I bought two pairs of the World Legend (one brown, one black) for work. Hands down,…
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Emotional Loyalty vs. Transactional Loyalty
This is a guest post from Douglas Atkin, CEO at The Glue Project and author of “The Culting of Brands.” The distinction between these two kinds of loyalty came home to me last summer when I was participating in a brainstorming session on behalf of a major Big Box retailer. They wanted to develop a loyalty…
The Chief Customer Officer job description
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. This is a brief, shorthand description for the Chief Customer Officer. You can use this as the starting point for a…
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Video: How Costco creates topics that drive long-term word of mouth
Have you seen the latest Costco commercial? No? That’s because they don’t exist — Costco runs on a business model that is fueled by word of mouth. Usually when people think of Costco they think of buying in bulk — but after a while, that becomes old news and customers need a new reason to…
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