The CX Blog

The title of a recent post caught my eye as I was perusing the aisles of blogs on Alltop.com. The Mummy, the Tart, and the Mystery Station was the name, and it was a post on the Wells Fargo blog. Ruh?

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A year ago, ACSI rating of Apple had dropped by 5%. In Q2 (as Apple’s recent PC/Mac ads attest), Apple’s satisfaction rating has zoomed up to an outstanding 85%.

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Jay Deragon of Pitch Engine blog writes a good article questioning the discussion around ROI for social media, the underlying question seeming to be: those who seek ROI above all else probably don’t get it. Reason: how can you reasonably measure human interaction?

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As a yoga aficionada, I was interested in a recent post at the Graco company blog site that talked about starting a yoga class. What struck me about this post was how focused it was on the human side of the company–not pushing products, but rather “walking-the-walk,” or in other words being what they advertise….

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On a conceptual level–and far from the fray of implementing such things–it appears the C-level in organizations “get it” when it comes to social networking and the web 2.0 revolution. In fact a full 85% get it–that’s pretty impressive.

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A quick round up of a few conversations happening out there re Customer Experience, Service and support issues…

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Razorfish recently released their 2008 report Feed on the Consumer Experience. It’s really quite alot of information, and good stuff too, with plenty of great graphics; I ended up reading it in the pdf form, though, because the browser experience wasn’t so good.  I’ve been making my way through it and thought I’d share some [...]

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Oh the Voice of the Customer. How and when to get it, and what to do with it once you have it…that’s the question.

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Your brand and all the buzz around it is made up of a zillion micro-experiences–that’s Customer Service as the new Marketing in action. With all virtual channels open 24/7, enabling conversations about your company to happen globally all the time, the actual experience of your company trumps what you say about your company. Seth Godin has been hammering this home for a few years now, and a growing number of companies are finally getting it.

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