Tag Archive for ‘customer experience’

Virgin Mobile: Please Revisit Your Promise to “Make the Customer Happy”…

We recently purchased a mobile phone from Virgin. Our company, McDaniel Partners has been following Richard Branson and Virgin Mobile for years. We have been often awed by the customer experiences he has been able to create. We have presented countless “Virgin Case Studies” to our clients on how to create brilliant customer experiences. So, [...]

Which is Worse – Too Much or Not Enough Attention?

We have just started our bi-annual customer experience review of the top retailers/banks in Canada. As we continue to experience the “best of the best”, we have found ourselves asking one question – which is worse – too much attention from a salesperson or not enough attention? I imagine that this question seems a little [...]

Could the Exciting Bank Experience Strategy Destroy Brand Value?

 
Have you ever heard of Berkshire Bank? It was established in 1846, and is one of Massachusetts’ oldest and largest independent banks. The Bank is transitioning into a regional bank and is attempting to position itself as the financial institution of choice in its retail and commercial markets by delivering exceptional customer service.
All of [...]

Does Your Customer Experience Appeal to All Senses?

Does your experience appeal to all of your customer’s senses? The best companies are increasingly trying to appeal to all five senses.
Have a look at what Mandarin Oriental Hotel is doing to create an experience that has transformed the hotel industry.

| View | Upload your own

Smell = A Competitive Advantage

We love the new blog by “5 Blogs Before Lunch” talking about the power of smell in 2007.
According to the blog, consumers in 2007 will need to take a deep breath and get ready for an olfactory onslaught: nostrils are becoming a target for marketers. Advertising Age has just named scents as an expected top [...]