Dear CEO of Imerco. This evening I have had the worst experience I have had in a store ever. really, it was THAT bad (I even choose to use a bit of my  precious time to blog about it - that’s how bad it is). Anyway I have worked “a bit” around e-commerce in my days on the internet...

Customer service is something that affects me. And you, for that matter. We bitch about it, are delighted by it if its good, even though it should be expected to be good. What is absolutely apparent... The award winning, edgiest CRM blog on the planet. The industry, the concepts, the news from CRM a...

How Zazzle’s Infrastructure Enabled Keds to Offer Custom Sneakers RapidlyJeff Beaver, the co-founder of Zazzle and Wendy Yang, Sr. VP of product marketing at Keds, and Andy Howell, GM of Artsprojek, co-presented an interesting case study at the MIT Smart......

As the recession erodes Web budgets, customer experience professionals hope that agencies will be keener to bid on RFPs. Forrester's survey of 46 European agencies shows that agencies expect to be slightly more responsive than they were in 2008, but preparing proposals is too costly for them to bid ...

Joseph Pine and James Gilmore noticed this thing they called the Experience Economy. They think we’ve moved beyond purchasing mere goods and services - now, we can purchase “experiences” (hence, the experience Economy). In their newest book, they blend the idea of experience with s...

I recently gave a book-related interview for a local-to-Topeka magazine, TK Magazine. People actually read it! I’ve had a number of people stop me and say they saw “my article” - that’s sorta cool. Here’s the interview: ********** In the March/April 2008 issue of TK, we...

Recently Ben McConnell (Church of the Customer) shared his perspective on the distinction between Word-of-Mouth (WOM) and Buzz. (It’s a good read.) His post rekindled some of my thoughts on Creationist WOM vs. Evolutionist WOM (video clip). The Creationist WOM marketing mindset is about making the...

I think too many people subscribe to the belief that that the web has to operate at a 60 mph pace. Maybe so when we're in hunting mode, but happens when we've locked in a scent? Too many times, there's not not enough to "eat". To dumb everything down to simple parts as a standard best practice is ju...

My Amazon habit goes way back. I joined Amazon Prime as soon as they started the program. If some villain wanted to take away my Amazon he would have to pry my mouse from cold dead hands Maybe I’m being overly dramatic but you get the point. I no longer think about the selection, convenience, serv...

Customer experience professionals know they need hard metrics to prove the value of their Spanish-language sites, but most fail to plan for what they need to measure or how to measure it. Return on investment (ROI) measurements for Spanish-language sites in the US aren't vastly different from ROI me...