How to deliver great customer experience at scale
The most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs.
GMO
Forget about the “new normal”: Design something different
September 14, 2020 by Thomas A. Stewart and Patricia O’ConnellFive principles of service design, adapted for the COVID-19 era.What COVID-19 is revealing about your customers and employees
June 29, 2020 by Thomas A. Stewart and Patricia O’ConnellDon’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.Related tags: coronavirus, COVID-19, customer experience, customer service, digital, retail trends, salesEmbracing the impersonal approach to customer service
June 18, 2020 by Matt PalmquistBusinesses should consider the pros and cons of adopting digital customer service systems.Related tags: consumer insights, consumer trends, customer experience, customer service, retail trendsNiche work if you can get it
November 11, 2019 by Thomas A. Stewart and Patricia O’ConnellUnderstanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.The Jolly and Folly of Holiday Decor for Retailers
December 21, 2018 by Matt PalmquistChristmas displays make shoppers more forgiving of employee mistakes but more judgmental of unfairness.The power of price points
October 17, 2018 by Thomas A. Stewart and Patricia O’ConnellCustomer segmentation is not just a revenue tool, but also a way to achieve excellence in execution.Related tags: airline industry, brand, consumers, customer experience, customer segmentation, customer service, strategic planningWhy You Need to Keep Your Customers Close
July 9, 2018 by Dutta SatadipSubscription models can bring a steady revenue stream for companies that understand the customer life cycle.Related tags: customer experience, customer retention, customer service, data analytics, sales, subscription modelDanny Meyer’s recipe for success
June 20, 2018 by Ann GrahamHow the restaurant mogul behind Union Square Cafe, Shake Shack, and many other dining destinations uses culture to drive scale. See also “Building a Culture of Hospitality: Danny Meyer’s Team Prepares for Service.”Hospitality in Action: Danny Meyer Sets the Table at Union Square Cafe
June 20, 2018Scenes from Union Square Cafe as the staff gets ready to open for the day show the company’s culture of “enlightened hospitality” in action. For more insight, read “Danny Meyer’s Recipe for Success.”Closing the Gap between What Consumers Want and What They Get
April 11, 2018 by Amy EmmertPeople want more human touch in their shopping experiences, but in this increasingly digital, automated world, how can brands deliver?Related tags: brand, consumer insights, consumer trends, customer service, digitization, marketing strategies, recent researchBest Business Books 2017: Marketing
November 7, 2017 by Catharine P. TaylorSteady ProgressRelated tags: advertising, analytics, best business books, cmo, consumer insights, consumer trends, customer service, e-commerce, marketing, marketing strategies, salesThree Promises Every Sales Team Needs to Make — and Keep
June 19, 2017 by Elizabeth DotyThe simplest way to reduce customer churn is to commit to and deliver real value.How Howard Schultz’s Angel Poised Starbucks for Success
January 10, 2017 by Thomas A. Stewart and Patricia O’ConnellFew have resolved the tension between identity and growth as masterfully as the coffee chain’s CEO.The art of customer delight
November 1, 2016 by Thomas A. Stewart and Patricia O’ConnellThe service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.When It Comes to Trust, It’s the Little Things
October 17, 2016 by Eric J. McNultyLasting confidence in a company is built one customer interaction at a time.Customer Loyalty Isn’t What It Used to Be
October 10, 2016 by Beth Benjamin and Ann GrahamInstead of relying on points programs and clever marketing, companies have to listen carefully to customers and adapt products and services to their changing expectations.Mailing It In
July 27, 2016 by Mark GimeinBefore the Internet, the telephone, and the telegraph, the U.S. Postal Service revolutionized communications.What Consumers Most Want from Health Insurers’ Technology
June 29, 2016 by Keith Fengler, Jaime Estupiñán, and Kenny ChanPeople don’t crave the latest fitness wearable. Their overwhelming preference is for simple applications that provide and organize information.Uncomfortable Truths Don’t Just Go Away
November 30, 2015 by Eric J. McNultyFour ways to better speak truth to power, and for the powerful to hear it.
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