The CX Blog

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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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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