Skip to main content

The Good, Bad & Ugly

This page is devoted to examples of customer engagement and loyalty tactics in action. Including accounts from all ends of the spectrum, you can learn from other companies mistakes and triumphs and apply them to your own business. 
Don't see your own example?  Feel free to add it in the comments to get it included on the page.

The Good
Holiday Horror Turned into Repurchase and Loyalty:
One King's Lane's 3 steps to turning a potential holiday disaster into a moment of truth and my longterm loyalty.  Read More: http://betterbusinessbanter.blogspot.com/2011/12/turning-holiday-horror-into-repurchase.html

Apple's Retail Secrets Spilled: Don't Correct The Customers, Abide By The A.P.P.L.E. Code

How to attract, train and manage staff to build and maintain a cult-like brand following.  Read more: http://www.businessinsider.com/apple-retail-store-2011-6

Augmented Reality with Blipper: smartphone app that enables instant brand engagement when and where customers experience the product.  Read More at: http://www.wired.com/beyond_the_beyond/2011/05/augmented-reality-blippar/

5 Steps to Taking Customer Experience Social:
http://mashable.com/2010/05/28/customer-service-social/

US Cellular Gets it Right: The Belief Project redefines telephone service based on the customer.
http://www.uscellular.com/site/whyuscellular.html

The Bad:
The 10 Worst Airlines in the industry: Twitter comment based analysis of the airlines with the most bad comments and the sentiments that drove this viral brand trashing.  Read more at:
http://www.fourhourworkweek.com/blog/2009/10/01/worst-airlines-in-the-us/


The Ugly:
Southwest Airlines Tweets Kevin Smith Apology for throwing him off the plane for being too fat: Notice its not that he got deplaned, but how it was handled that created this incident.  Read more at: http://mashable.com/2010/02/14/southwest-kevin-smith/

Discover Faces FDIC Action for Deceptive Sales Practices:
Signing customers up for fee service and insurance products without their knowledge or consent.  Read more at:  http://www.wvva.com/story/15579456/discover-faces-fdic-action-on-protection-sales

Popular posts from this blog

4 Questions to Craft a Contact Management Strategy

Communication used to be limited by the challenges of the message transfer mechanism and cost.  Print, telegraph, telephone, all have limitations in terms of delivery regardless of the demand.  Today’s Marketing challenge is the reverse; unfettered and almost free delivery of communications to an audience with limited attention.  In this supersaturated environment, contact management is key to cutting through the noise to maximize the reach, impact, and cost of your communications .  When you finish this blog, you will have a 4 step formula to create a successful contact management strategy for your business.   Often coupled with a Customer Relationship Management ( CRM ) system, contact management focuses on the capture, storage and retrieval of customer contact details.  A more advanced interpretation supported by sophisticated CRM and marketing automation tools like Marketo or Eloqua , contact management is the systematic management of customer co...
46 comments
Read more

TMobile's entry into Advertising Fame

In spite of their frequency and production value, every once in a while an advertisement makes an unforgettable impact that propels your own thinking in synch with the brand positioning.   True moments of advertising genius, the kumbaya of “Id like to buy the world a coke ”, the jolt to attention from Apples hammer throw .  And now I submit to the royal roster of the indelibles: Pests by TMobile.     How could I be suggesting to add an Eddie Money song to the greatest desert island song list of advertisements you ask?  In their latest campaign, TMobile has completely changed the narrative related to an industry standard: Fees.  Persistent paper cuts in the pursuit of commerce, fees are a known and deeply resented phenomenon.  Indeed, along with coverage, fees are one of the most quoted pain point for customers.    And yet a significant portion of customers still accept additional fee structures even when there are altern...
17 comments
Read more

Creating a Customer Experience Command Center

The concept of a using a dashboard of key performance indicators ( KPI’s ) to measure and manage a business is commonplace.  In boardrooms across the world executives are busy looking at detailed charts and graphs that outline their latest sales and operational metrics.  But in almost every case, those dashboards focus on business outcomes rather than the customer journey.  As business evolve to more customer-centric models, so too should their dashboards.  As obvious as this may sound, I hadn’t put the 2 together in quite as powerful way until I had the great fortune to see Jeanne Bliss present at a recent company event.  Author and Customer officer for 5 major US corporations, Jean is an amazingly energetic and straightforward leader who has a long track record of blazing the customer trail and making change happen.  Out of the many riveting topics Jean shared, I was most inspired by the concept of a Customer Command Center .  Here’s 5 poin...
37 comments
Read more