The CX Blog

I’ve been a loyal Netflix user since about the beginning, though I did drop off a one point during which time I realized the virtues of having a queue history. I have not strayed since.

Recently we’ve become addicted in a hard-core mainlining kind of way to The Tudors. We hate ourselves. And yet we watch again. And again.

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Most of the companies I work with regarding customer experience strategies are big–big, global-big, huge complex problems with complex solutions. During the course of that, it would be easy to lose sight of the simple things that make the customer experience work.
That’s why a recent experience really stayed in my mind: Wavehounds, a local [...]

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What the F**K is Social Media: One Year Later
View more documents from Marta Kagan.

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Charlene Li reviews Starbucks’ social media strategy in a new report you can access here.
She makes a number of great points, but what is crucially important in making any social media strategy work is the people and cultural awareness in an organization. Here are some highlights:

Deputizing people throughout the organization
Understanding how each social media channel [...]

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The ASP report on Ten Best Web Support sites of 2009 is due to ship in August; you can order yours now–HERE. The report will give in depth information on what the judges found that worked, didn’t work, and what the companies might do in the future for even better returns. The 2009 [...]

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My e-colleague nkilkenny at Design for Learning has a very nice post (Using Wikis to Teach Writing) worth taking a few minutes to read. Her understanding of how to get newbies into a wiki and using it is fabulous and helpful. Basicially she lays out an exercise where they are allowed to access, [...]

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One clear aspect of Amazon’s success is its holistic understanding of the customer experience.  What goes on “behind the curtain” shouldn’t be seen or felt by the customer, because all the customer is really interested in is the experience of the store or service.
Jeff Bezos said at the investor’s meeting recently:
“If you identify the key [...]

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I added my own experience with Clearwire to this write up of the growing list of poster-kids for companies using twitter as a service channel.
It’s an excellent channel that has an immediate and profound brand impact: it’s direct, it’s transparent, it’s human. Try it, you’ll like it.

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ASP Online announced its best of breed awards for Top Ten Web Support sites this past week. The award refers to companies that are doing more of the best–online knowledge management that actually works, easy access to user accounts, reliable order confirmation, stuff like that–as well as new approaches with social communities and media.
Some winners [...]

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You always hurt the one you love. That seems to be the case with me. For the most part, I love Apple. I’m not a blind fanatic, I just think they do what they do better than just about anyone out there and I love the user experience–again and again and again. But, iTunes, iTunes, iTunes. What a pain you are.

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