Consumer Products & Services

  • Angie’s List Doesn’t Arm Its Front-Line Troops

    Don’t Ask for Customer Feedback if You Don’t Know What’s Going On

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    A recent customer experience with Angie’s List went wrong on many levels simply because the company representative didn’t know what was going on!
    Apr. 16, 2015
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  • When Comcast Insults Customers

    Who’s to Blame?

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    When customers are treated badly by customer service, something is wrong. But just where does the buck stop? With the CSR? With the company and its priorities and policies? With the customer? There is probably enough blame to pass around!
    Feb. 5, 2015
    Strategies
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  • CVS Makes It Easy to Reap the Value of Loyalty

    Making Savings Relevant, Easy, and Obvious!

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    Does your organization offer a rewards program that encourages loyalty, spending, and makes customers feel good about doing business with you? You can learn some lessons from CVS!
    Dec. 11, 2014
    Strategies
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  • Designing Solutions for Aging in Place

    Part 1: Boothbay’s Awesome Seniors’ Initiative—First Year

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    How do seniors design services that will enable them to thrive in their own homes? They look at what they need. They look at what they have. They experiment.
    Dec. 5, 2014
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  • Unreasonable Customer Policy Stories from a Real Customer

    Why Justified Indignation Can Lead to Losing Business

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    Have you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal.
    Nov. 19, 2014
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  • Secure for “Your Own Good!”

    Cumbersome Security Measures Create Difficult Customer Experiences

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    Bank of America doesn’t streamline customers’ address changes across BoA product lines. Comcast sets long, arbitrary router passwords and discourages customers from changing them—using “security” as a flimsy excuse.
    Oct. 1, 2014
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  • Contractor Do’s and Don’ts

    Why Customer Experience Is So Important When Choosing a Contractor

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    There are a lot of missteps that service providers can make when trying to win someone’s business. Here are tips on what to do and what not to do.
    Sep. 3, 2014
    Strategies
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  • How to Offer a Little Extra to Delight Customers

    My Most Recent Favorite Customer Experience Practices

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    Go beyond good – surprise and delight people with unexpected customer service. See examples from Amazon.com, Trader Joe’s, CVS, and BoltBus, with extrapolations for B2B organizations.
    Feb. 19, 2014
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  • Apple and/or Verizon: How Should Partners Provide Customer Support?

    What Each Did Right and What Needs Improvement When Helping Shared Customers in Need

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    Providers who together satisfy customer scenarios are part of a customer ecosystem. And the customer's experience should be seamless, as shown in this story.
    Feb. 14, 2013
    Strategies
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  • Being Creative on Zazzle.com

    How Easy Is It to Create (and Sell) Your Own Customized Products?

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    Zazzle.com makes it easy for people to create and sell customized products. Here’s our review of Zazzle’s tools for customizing products, creating storefronts, and merchandising custom designs.
    Jan. 17, 2013
    Strategies
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  • Amazon’s Next Moves

    It’s a Customer Ecosystem Poised to Become an Increasingly Important Part of Our Lives

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    Amazon isn’t “just” an online retailer; it’s a vibrant and layered customer ecosystem designed to help you get things done faster and cheaper. Amazon phones will bring added convenience. Amazon’s ads will be more relevant than Google’s or Facebook’s.
    Jan. 3, 2013
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  • Will Amazon.com Emerge as a Viable Gaming Platform?

    Enabling Platform-Agnostic Social Gaming Customer Ecosystems

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    Amazon may provide the next major ecosystem for social gaming, challenging Facebook, Zynga, Apple, and Google.
    Aug. 16, 2012
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  • Facebook’s Timeline: Seductive and Dangerous?

    Applications Integrated into Timeline Track Everything that You and Your Friends Do

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    Facebook’s new Timeline is much more than a new user interface. It’s a seductive forced march designed to lead us all into a marketers’ nirvana in which our activities and life events are tracked.
    Mar. 22, 2012
    Strategies
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  • Customer Ecosystems: Meal Ordering Services

    Creating Customer Ecosystems Around a Specific Service

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    If there’s “a job” that customers need to get done, it’s relatively easy to foster an ecosystem of business partners to fulfill customers’ goals. What take-aways for your business will you get from our comparison of three competing meal ordering services?
    Mar. 15, 2012
    Strategies
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  • Unintended Risks of Using Facebook

    Pay Attention to What Information, and Whose Information, You Are Sharing with Whom!

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    Be a good steward of your privacy and the privacy of your friends and family members on Facebook. Learn how applications are mining and analyzing your and your friends’ Facebook behavior and what you should know about those practices.
    Mar. 8, 2012
    Strategies
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  • Local Motors: Open Source Car Design and Local Manufacturing

    Forging a Customer Ecosystem to Transform the Automobile Industry

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    Can you transform an industry from the outside? That’s what Local Motors is doing with the automobile industry with its customer ecosystem to design and produce great cars.
    Jan. 26, 2012
    Strategies
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  • Brand Loyalty

    The Direct Path to Customer Satisfaction, Referrals, and Revenue

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    The combination of great products and a great customer experience will keep customers loyal to your brand.
    Oct. 6, 2011
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  • Apple Sacrifices Customer Experience for Revenue

    Lowering Customer Satisfaction by Adding Friction to a Seamless Experience

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    Apple is exacting a higher commission on digital media purchased from within publishers’ own iPhone apps, forcing them to modify the seamless customer experience. The result is angry customers and a potential hit to the Apple brand.
    Aug. 4, 2011
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  • Why Apple's iCloud Service Will Be Successful

    iCloud Service Provides Much-Needed Seamless Synchronization of Digital Media and Applications

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    Apple’s iCloud offering is misunderstood. It’s not a streaming audio/video service. It’s a “keep my life in synch across my devices” service.
    Jun. 30, 2011
    Strategies
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  • Living and Working in "the Cloud"

    How Digital Services are Reshaping Our Lives

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    Are you addicted to digital services, mobile apps, cloud computing, SaaS, social media, and digital media? Here are some things to think about before it’s too late!
    Jun. 2, 2011
    Strategies
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