Posts with keyword: customer


The 50-50 Rule in Retail: Capturing Customer Conversations

Ross Mayfield notes that in an Apple retails store "50% of the space is for retail sales and 50% for service and support." He goes on to contrast that with places like Fry's or Best Buy. I'm always amazed when I go into an Apple store: they're happening places. If you're in retail, visit an Apple store and then go back to your place. Seem kinda quiet and dead. Yeah, I thought so. Ross goes on: What Best Buy is missing is the fact that they provide no after market value add with their retail -- in comparison to
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The Customer Is In Charge

If you've had doubts about how the Web, and especially the blogosphere, has affected the relationship between companies and customers, look no further than David Berlind's recent exchange with a T-Mobile customer service rep that he recorded and put up on the 'Net. The 13 minute call, which David recorded (and told the rep he was recording) shows a pompous, egotistical, and sometimes surly customer service rep berating David for not reading the terms and conditions of the service (does anyone read them?) and systematically refusing to listen to the real problem. David posted a copy of the call
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Larry Weber and Customer Experience

I really enjoyed listening to Larry Weber speak about his view of how the Web will change in the face of "user-generated media," his catch all for blogs, wikis, podcasts, and everything else you can imagine. Larry is a well known high-tech PR person who's thought a lot about how new media influences the behavior of companies. It was especially interesting to me because of some other ideas and work I've been doing on enhancing customer experience in eCommerce and online service contexts. One of the key ideas I walked away from in the talk was that commercially oriented
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