banner

Customer Experience

30 Nov Celebrate Your Customers in the Moment

Posted by:
Celebrate Your Customers in the Moment
There are several standardized ways you can celebrate your customers. You can do things like email your customers on their birthday or anniversary, send them handwritten thank-you cards (we do like this one!), or maybe offer them a giveback program (buy ten coffees get one free).
Keep Reading

14 May VIDEO: How to Win with Customer Experience

Posted by:
VIDEO: How to Win with Customer Experience
What is up, WebPunch nation? This is your professor, Matt Jones, coming at you from Denver, Colorado, here to drop some knowledge about what's going on in the world of reputation management and how you can make things better for your business. First and foremost, what is up with my fabulous mustache? Let me show you what's going on with this nonsense. I don't know. You know, I was shaving the other day and I just thought, "Gosh. I look even more silly and more ridiculous than I usually do so I might as well just live with that. Enjoy that for a few more days." So, that's what we've got to do as men and entertain ourselves with the things that grow from our bodies. Anyway, don't think too much about that.
Keep Reading

26 Apr Sexual Lubricants and Amazon’s Customer Experience

Posted by:
Sexual Lubricants and Amazon’s Customer Experience
Picture this: Jeff Bezos, founder and CEO of Amazon.com “glides” into a vigorous pace around the circumference of an executive boardroom table on the top floor of the Seattle-based Amazon Headquarters. It’s a little gloomy outside but on the top floor it doesn’t matter because the view, displayed in clear glass completely encompassing the room, is always remarkable.
Keep Reading

20 Apr What do Netflix, FedEx, and Chick-fil-a have in common? Customer Experience

Posted by:
Customer Experience
Customer experience has one meaning: It’s the interaction between a brand and a customer. And for the most part, businesses large and small want a similar outcome from their customer service experience. They want to put a smile on their customers’ faces, send them home happy, make sure they come back again, and get them to tell their friends and their friends’ moms.
Keep Reading

17 Apr The Meaning of Customer Experience

Posted by:
The Meaning of Customer Experience
Years ago, when I was working in the food-service industry, a customer came up to my counter to order something. It was clear that the customer was not having a good day, so I pried a little. While I didn’t get any details, I gathered that I was correct in thinking that the customer was in a crummy way. So, I offered a simple gesture: a free drink.
Keep Reading

27 Feb NPS®: Measuring Customer Loyalty

Posted by:
NPS®: Measuring Customer Loyalty
  NPS®: Measuring Customer Loyalty This is definitely not the tune you want your customers to be singing after an experience with your company. Back in 1962, when the Rolling Stones were just beginning their journey toward becoming one of the most successful rock bands of all time, business owners didn’t yet truly understand the importance of customer satisfaction.
Keep Reading

20 Feb Cashier-less Amazon Go Store Hits Customer Experience Mark

Posted by:
Cashier-less Amazon Go Store Hits Customer Experience Mark
Amazon Go Store Logo QUICK FACTS: Amazon Go Open Date: January 22, 2018 Size: 1,800 square feet Location: 2131 7th Avenue Seattle, Washington Hours: 7AM-9PM, Monday-Friday Technology Used: Computer vision, deep learning algorithms, sensor fusion Beta Version Open Date: December 5th, 2016 (It was built in Amazon’s Day 1 building, or Amazon Tower II, and only open to employees.) Why: “We asked ourselves what if we could create a shopping experience with no lines and no checkout? Could we push the boundaries of computer vision and machine learning to create a store where customers could simply take what they want and go? Our answer to those questions is Amazon Go and Just Walk Out Shopping.” -Amazon Go FAQ
Imagine walking into a store, shopping to your heart’s content, and then leaving. What’s missing? Mostly cashiers and lines. No money is exchanged in-store. Put your chosen items right into your backpack (We know, we’d feel like we were stealing, too!). Don't want that item you took off the shelf? Put it back! Don’t worry, you won’t be charged. There’s no standing in line with three items, waiting for someone to check out with a whole cart-full—there’s no standing in line in general! Sounds like a sci-fi flick, right? Walk in. Walk out. That’s pretty much the model for the new Amazon Go store that opened up in January this year. No lines, no wait, no checkout—a shopper’s dream come true. At 1,800 square feet, it’s a small retail store—a bodega or convenient store—that dishes out fresh, ready-to-eat breakfast, lunch, and dinner options, many of which are made in-house. People can also buy grocery staples like milk, bread, artisan cheeses, coffee, and locally made items like chocolate. Very affordable ready-to-make, boxed meals, similar to Hello Fresh or Blue Apron, are also on the shelves. You can even get the usual junk foods sold at convenience stores. And there’s a small section where you can buy alcohol, with a human on guard checking I.D.s. According to the store’s FAQ website, it relies on computer vision, deep learning algorithms, and sensor fusion; the technology used in driverless cars. All you need is an Amazon account (of course!) and a fairly up-to-date iPhone or android smartphone. When customers walk in they scan their phone at one of the sort of subway-turnstile looking kiosk blocks at the front of the store, put their phones away, shop, and leave when they have everything you want. If you take something from the shelf, it’s queued up on your phone. Put it back and it’s taken off the queue. When you’re done shopping, just leave and your total is deducted through your Amazon account.  
Keep Reading

01 Dec The Customer is Not Always Right (VIDEO)

Posted by:
The Customer is Not Always Right (VIDEO)
  "The customer is always right." These words were said famously by Harry Gordon. Is the customer always right? I don't think so. I'm Matt Jones, your professor of WebPunch's School of Online Reputation and today, we're going to be talking about your employees and how to make them happier. And why, sometimes, that customer just is flat-out wrong.
Keep Reading

03 Oct Nordstrom: Reaching New Levels of Customer Experience

Posted by:
Nordstrom: Reaching New Levels of Customer Experience
Nordstrom is getting weird! In a good way, that is. The upscale clothing store is experimenting with ways to cater to the growing trend of people buying their stuff online, while still providing the superior customer experience that they're known for. One recent test was with the launch of a Nordstrom Local store, the first of which popped up in Hollywood last September. It could be just what the company needs to stay relevant and ahead of its competition in an arena that is constantly changing. 
Keep Reading