customer experience

Are you one of the cool kids with a custom short URL? I've used a particular free short URL service for awhile. It serves all my needs, from enabling multiple links for a single web page (to track reach in different sources) to respectable analytics. I recently applied for their pro-level service and was tickled to receive acceptance last week. I wanted to experience the custom short URL feature set for myself so that I might be able to advise clients about it.Set-up instructions were short, and to me that...

In the Dec/Jan issue of Fast Company is a fascinating article titled Mayhem on Madison Avenue by journalist Danielle Sachs.  The article is both an evaluation of entrenched old-school ad agency thinking and processes, and a frank look at the adaptable nature of professionals desperate to channel their learnings and pedigree into new opportunities in search of a measure of security and chance at redemption.  Digital marketing is in, what are you going to do about it? Many [traditional advertising...

When you think about customer experience, brand position, and what it means to be a customer-centric organization, think about Lands End.  The company has built a legacy of  doing right by the customer, backed up with their 100% no-questions-asked guarantee.  While their roots are firmly planted in the values of yesterday, their branches are keeping pace to match customer's busy lifestyles. I'm a long-time Lands End customer. I think I made my first purchase 15 years ago when my family relocated...

Ridiculous as it may sound, a few months ago I attended a business conference (a 2-day event, mind you) at a popular Des Moines hotel that catered heavily to business travelers. That is to say, there was a large business center, at least 6 large meeting rooms in a central hub, and a lot of well-suited people scurrying about. No kids. No strollers. No pool. Oh, and did I mention that without $10 a day - even for conference attendees (it's fair to presume the sponsoring organization was paying hefty...