The Path to Loyalty

You cannot gain loyalty out of just one interaction. Nor can you gain loyalty by crafting awesome experiences.  Loyalty is the end-goal of a well-traveled mountain path littered by barriers and detours.  There are many advantages to it, but just only one way to get it.  No matter who you are. Implementing loyalty programs or …

A Methodology for Crafting Awesome Experiences – Part 3

A Methodology for Crafting Awesome Experiences - Part 1, Introduction A Methodology for Crafting Awesome Experiences - Part 2, Strategic Measurement FrameworkIn this installment, we are covering the first of the four stages of the Methodology, Designing the Customer Experience. Designing Customer Experiences is exactly the same whether you are redoing an existing one, or …

Don't Use Twitter for Customer Service Unless…

If you rush to use Twitter for Customer Service, you will fail. Twitter is not integrated with enterprise applications. The lack of out-of-the-box integration capabilities in Twitter mean it lacks the ability to transfer information in either direction.  It does not capture the Twitter interaction record, as you would a chat interaction or email thread, …