All Comments

All comments, listed by most recently posted. Click on the comment subject to go straight to the comment. Or click on the content title to first read the article, blog or other content that started the conversation.

Comment SubjectDateComment AuthorContent TitleContent Author
I love self-service ... to a point 2008-09-08gwynne_youngEngage Your Customers Emotionally to Create AdvocatesColin Shaw
Security, Anyone? 2008-09-08gwynne_youngThe Bank That Changed Its Customer's PasswordPhil Dourado
Sell your worst customers to your competitors 2008-09-07user7603The Winner's Curse: Sometimes It's Better to Lose a SaleAndrew Rudin
I agree! 2008-09-06colin_shawShallow Thinking Ensures That We Get the Kind of Customer Research We DeserveJim Barnes
Reply 2008-09-06colin_shawEngage Your Customers Emotionally to Create AdvocatesColin Shaw
I am sure, one day, they 2008-09-06colin_shawEngage Your Customers Emotionally to Create AdvocatesColin Shaw
Glad you enjoyed the 2008-09-06colin_shawIf Customers Say They're Happy, Why Are They Leaving?Colin Shaw
Its Reality - Not Justification 2008-09-05lior_arussyA Customer Experience Emergency: Call 911!Lior Arussy
Ricky, the intention behind 2008-09-05kristiangotschWill Companies in Other Industries Also Offer Their Customers the Chance "To Pick the Team"?Kristian Gotsch
I think it does give them the edge. 2008-09-05kstirtzNever Leave Your Customers WonderingKevin Stirtz
what it teaches is this......... 2008-09-05francis_buttleA Customer Experience Emergency: Call 911!Lior Arussy
....but what are the measures? 2008-09-05francis_buttleCustomer Experience Correlates to LoyaltyBruce Temkin
Who does it the right way? 2008-09-05gwynne_youngNever Leave Your Customers WonderingKevin Stirtz
Thanks Akin 2008-09-04francis_buttleMultichannel Customer Experience: There's a Role for TechnologyFrancis Buttle, Ph.D.
.... did you mention a beer? 2008-09-04francis_buttleMultichannel Customer Experience: There's a Role for TechnologyFrancis Buttle, Ph.D.
.... and there's more 2008-09-04francis_buttleHow the "Harvard Business Review" Punishes Your LoyaltyGraham Hill
Complaint is an indirect declaration of love! 2008-09-04user139392Love Those Lemons: When They Complain, Make LemonadeLynn Hunsaker
Over-reacting or Subliminal Stress 2008-09-04john_todorA Customer Experience Emergency: Call 911!Lior Arussy
Very few clients in my world 2008-09-04mboysenIf Customers Say They're Happy, Why Are They Leaving?Colin Shaw
Not practicing what they preach 2008-09-04claudio_toyamaHow the "Harvard Business Review" Punishes Your LoyaltyGraham Hill
Surveys and Household Income 2008-09-03gwynne_young"That's Not Our Policy—and No, We Don't Want to Hear From You!"Andrew Rudin
Technology and consistency are taken for granted 2008-09-02AkinArikanMultichannel Customer Experience: There's a Role for TechnologyFrancis Buttle, Ph.D.
Free Lunch 2008-09-01john_todorWhy Most Online Communities FailJohn I. Todor, Ph.D.
Magazines that offer lower rates to new subscribers 2008-09-01user12445How the "Harvard Business Review" Punishes Your LoyaltyGraham Hill
HBR subscription problem 2008-09-01azellHow the "Harvard Business Review" Punishes Your LoyaltyGraham Hill
Practice what you preach 2008-09-01douglasajonesjrHow the "Harvard Business Review" Punishes Your LoyaltyGraham Hill
Virtual Communities and why they fail. 2008-08-31azellWhy Most Online Communities FailJohn I. Todor, Ph.D.
Stop telling your your employees . . . 2008-08-31azellStop Telling Your Employees How to ThinkAlison Bond and Trevor Millard
Introduction 2008-08-28synjonesAirlines Are Passing the Customer Pain BuckI. Barry Goldberg
Silos at Work 2008-08-27john_todorHow the "Harvard Business Review" Punishes Your LoyaltyGraham Hill
From the Retailers end.... 2008-08-27usharThe Smell of French Fries: Fast Food Restaurants Ignore the Integrated Sensory ExperienceSampson Lee
Great questions 2008-08-26bob_furnissNurture Passion in Your Employees—and CustomersBob Furniss
can soul be regained? 2008-08-26jim_barnesCan Starbucks Still Be a "Third Place" When Customers Drive Through?Jim Barnes
Internal Marketing 2008-08-25clearactionTear Down Departmental Boundaries and Stop Shooting Yourself in the FootJerry Sparger
Learning from Snafus 2008-08-24clearactionThe Service Recovery Paradox: Increased Loyalty Through Effective Service RecoveryBernhard Schindlholzer
Business strategy drives IT strategy 2008-08-22andrew_rudinMultichannel Customer Experience: There's a Role for TechnologyFrancis Buttle, Ph.D.
Some interactions are more valuable than others . . . 2008-08-22andrew_rudinTear Down Departmental Boundaries and Stop Shooting Yourself in the FootJerry Sparger
If LV would make zappos, I'm 2008-08-22JoeAnneIs Louis Vuitton Delivering an Effective Experience?Sampson Lee
It's all about empathy and responsiveness 2008-08-22francis_buttleThe Service Recovery Paradox: Increased Loyalty Through Effective Service RecoveryBernhard Schindlholzer
its all backwards 2008-08-21azellThe Wedding Registry: Automation Killed an Age-Old Focus on the CustomerAlan J. Zell
Gettig to a customer-centric process 2008-08-21azellThe Four Steps to Customer-CentricityWilliam Band
great service 2008-08-21azellGreat Service Has to Be Institutionalized if It Is to Become the NormDavid Rance
Passion for job, products/services, customers 2008-08-21azellNurture Passion in Your Employees—and CustomersBob Furniss
Social Overload 2008-08-21john_todorProductive Friction: You Can Do More on LinkedIn Than Collect LinksJohn I. Todor, Ph.D.
Power in Non-corporate Communities 2008-08-21john_todorWhy Most Online Communities FailJohn I. Todor, Ph.D.
75 percent of statistics are wrong 2008-08-20bob_thompsonWhy Most Online Communities FailJohn I. Todor, Ph.D.
The Ritz experience starts in the driveway 2008-08-20jim_sterneTake It From Ritz-Carlton: Data Is Nothing Without the Personal TouchesJoseph Michelli, Ph.D.
Doesn't the personal touch need data, too? 2008-08-20bob_thompsonTake It From Ritz-Carlton: Data Is Nothing Without the Personal TouchesJoseph Michelli, Ph.D.
Customer-centric business management works 2008-08-20bob_thompsonSearching for the CRM Holy GrailGraham Hill
The Human Touch is EVERYTHING! 2008-08-20Kristina_EveyTake It From Ritz-Carlton: Data Is Nothing Without the Personal TouchesJoseph Michelli, Ph.D.
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