Great customer experiences don’t happen by accident Companies that consistently deliver great customer experiences are easy to name. The experience of flying with Virgin is memorably personal while the experience of shopping with Amazon is memorably fast. Both companies continue to drive growth by looking at the world through the eyes of their target customers. It is also […]
Customer-centricity is at the very heart of Amazon’s strategy. The online retailer understands that its success is driven by creating a pain-free shopping experience for its customers. Central to this strategy is an ecosystem of partners that can source and deliver a wide range of products. Interestingly, this ecosystem now includes Barclays Bank branches. An ecosystem of partners With innovations […]
The three rules at the heart of customer centric growth for O2 in Slovakia, are equally relevant to developing high performing NGBs. At this week’s Marketing Week Live, Jonathan Earle from Telefonica O2 shared three rules upon which O2 have built their success in Slovakia. These are: 1) Stand for something 2) Be consistent 3) […]
Seth Godin has made an interesting post about a consumers underlying fear of being wrong, and how they behave as a result of it. His final sentence, that this is “the lone barrier almost every product and service has to overcome in order to succeed” is particularly relevant for the sports industry. From a sports […]
What’s your team’s/club’s/sport’s Net Promoter Score? Or put another way, how many of your current customers would actively refer you to their friends? While debate rages about how accurately this measure can predict revenue growth, most leading companies still pay more attention to this measure than they do to customer satisfaction scores. Why? Because we’ve […]
I was reading the Starbucks entry on wikinvest the other day. The bit that particularly interested me was the short entry on Starbucks 3rd place – a market positioning based on delivering a differentiated customer experience that became a catalyst for growth within the coffee shop market. The entry reads: Starbucks’ success is due in […]
Last week, Nike announced their quarterly results. Constant dollar revenues grew 9%, with growth in every geography except for Japan. But it wasn’t the results themselves that interested me; but rather, how they explained their strategy for creating sustainable business growth. Mark Parker, NIKE Inc.’s President and CEO, said “everything we do at Nike is […]
A new survey investigates the economic impact of delivering poor customer experiences. On average, Australian consumers end 1.37 relationships, with an average value of AU$403, because the customer service didn’t meet their expectations.
Ever wish you could have an exercise buddy to train with? Or wish there was a mass participation race near-by? In the old ‘real world’ you’d be stuck with no friends and no access. But not any more. MapMyRun have partnered with the Columbus Half Marathon, to bring Columbus to the world. On August 30th, […]
Seth Godin posted recently, about employees who take a “dont blame me, all I do is work here” approach to customer service. Unfortunately, Qantas were proving Godin’s point to me while he was still typing.