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Bettering the Customer Experience . . .
How Bezos Decodes The Customer
A few months ago Amazon reached what its founder and CEO Jeff Bezos demurely said was “an interesting milestone.” The retailing giant, so ubiquitously associated with books, then music and video, now has tens of millions of products in stock—and a majority are nonmedia goods: drills, dress shoes, tennis rackets and almost anything else that a human can ship. Adults may still mentally link Amazon with Barnes & Noble, but to teenage customers, Amazon is now synonymous with store. That turning point might be Bezos’ greatest accomplishment. In officially transforming Amazon from an online bookstore that sells other stuff to a retailer—and business services provider—that once sold mostly books, he has taken one of the original Internet bonanzas and created a success story all over again. . . . read more >>
Customer Journey Mapping And The Social Customer
New digital channels, particularly social media and mobile, have changed how customers interact with organizations and brands. Their basic needs have not changed. However, these new channels have provided greater opportunities and led to raised expectations. Many marketing courses teach Maslow's hierarchy of needs 'being' (B-needs) needs. In the area of Love & Belonging, social media present many opportunities for individuals to satisfy their needs better and feel a sense of belonging and acceptance. . . . read more >>
It’s Not the Violin; It’s the Violinist
One afternoon, after watching Erich Dietz shank 20+ golf balls, a bystander said, “Hey kid… it’s not the violin; it’s the violinist.” Less eloquently said, it wasn’t his clubs’ fault that he waved buh-bye to $60 in balls that day; it was his fault. Every time we hear VoC industry pundits or practitioners debating survey fatigue and survey toxicity, the root of this issue is NOT the survey tool or the act of surveying (the violin). It’s the way businesses are abusing their violins by surveying customers in extremely customer-unfriendly manners. . . . read more >>
IBM to Acquire Tealeaf for Smarter Commerce
IBM announced a definitive agreement to acquire Tealeaf Technology, a provider of customer experience analytics software that helps organizations to gain intelligence and react to consumer trends. Financial details were not disclosed. . . . read more >>
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