2300% growth can’t be ignored. That’s what Jeff Bezos decided when he started looking at the opportunities available on the web. He analysed all the possible products that could be marketed and decided that the one that had the greatest need for upgrading was books. It was a head not a heart decision. Clearly calculated and thought out.
“This was my criteria: picking a category where you could substantially improve the customer experience along a dimension that could only be done on the web.” said Bezos.
To read more about how he built Amazon and why he is going in a completely different direction here is the link.
http://www.alwayson-network.com/comments.php?id=10754_0_3_1_C
Bezos also sets out what’s next and how the business he built with Amazon will not be the one he builds next.
As always let me know your thoughts and give me any feedback you have on this customer experience example.
Iven
Saturday, July 16, 2005
Monday, July 11, 2005
68% of Customer Feel Ignored - A great opportunity
That's what a study quoted by the Dean of the Kellogg School of Management, Dipak Jain stated about how American customers feel. I'm sure the numbers in other markets would be similiar.
He talked about how people are feeling like commodities when purchasing and what you can do about it. Here is a link to the full article. He has other interesting points.
http://www.agencyfaqs.com/news/stories/2005/07/06/11951.html
What a great opportunity. It means that at least 68% of the market are available to you and your business if you create an outstanding and memorable customer experience.
Let me know if you agree or disagree with what he has to say.
More soon.
Iven
CEO. Cheif Experience Officer
He talked about how people are feeling like commodities when purchasing and what you can do about it. Here is a link to the full article. He has other interesting points.
http://www.agencyfaqs.com/news/stories/2005/07/06/11951.html
What a great opportunity. It means that at least 68% of the market are available to you and your business if you create an outstanding and memorable customer experience.
Let me know if you agree or disagree with what he has to say.
More soon.
Iven
CEO. Cheif Experience Officer
Friday, July 01, 2005
Over 50% of CRM fails. Want to know why.
You are being judged. By everyone who interacts with your business. Everytime they do.
You can't avoid it. You can't stop it. You can't fight it. But you can manage it!
Every customer or prospective customer gets an experience of your business and how it operates every time they 'touch' it anwhere on your touch map.
The main touch points are: face to face, email, web, phone, fax and mail.
At each point they get an experience. The simple question is this."Is it the experience you want them to have?"
Rik and Janel Villegas in the Saipan tribune put it this way "The experience that customers have with your organization should be a central consideration in the short-term growth and long-term health of your business. The simple fact is that your customers cannot not have an experience. The question, then, is how do you manage that take-away impression formed by their encounters with your products, services, and overall operations; and do it so that your customers have an experience that is consistent with the experience you would like them to have?"
OK so manage the experience. But manage what exactly?
There are three factors that go to making up the customer experience. Your customers could experience them individually or together.
People, Operations and Technology.
Change one and you impact them all! That's why over 50% of CRM installations fail. In most cases the technology is upgraded - a major CRM vendor is usually pushing this - and it's expected that by osmosis the operations and people will adapt as well.
Managing the Customer Experience is about managing all the touch points and their relationship with the people , processes and technology so that they are coreographed to achieve the same outcome.
The keys for 100% success?
Prepare the people for the changes. Train, explian and refrain - refrain from cristisism when it's all new.
Design the operational systems for the new environment so they don't sabotage the new iniatives and ...
Impliment the technology upgrades as the first two are done.
That's it for now. Feel free to comment or ask for topics you want answers on.
Iven
You can't avoid it. You can't stop it. You can't fight it. But you can manage it!
Every customer or prospective customer gets an experience of your business and how it operates every time they 'touch' it anwhere on your touch map.
The main touch points are: face to face, email, web, phone, fax and mail.
At each point they get an experience. The simple question is this."Is it the experience you want them to have?"
Rik and Janel Villegas in the Saipan tribune put it this way "The experience that customers have with your organization should be a central consideration in the short-term growth and long-term health of your business. The simple fact is that your customers cannot not have an experience. The question, then, is how do you manage that take-away impression formed by their encounters with your products, services, and overall operations; and do it so that your customers have an experience that is consistent with the experience you would like them to have?"
OK so manage the experience. But manage what exactly?
There are three factors that go to making up the customer experience. Your customers could experience them individually or together.
People, Operations and Technology.
Change one and you impact them all! That's why over 50% of CRM installations fail. In most cases the technology is upgraded - a major CRM vendor is usually pushing this - and it's expected that by osmosis the operations and people will adapt as well.
Managing the Customer Experience is about managing all the touch points and their relationship with the people , processes and technology so that they are coreographed to achieve the same outcome.
The keys for 100% success?
Prepare the people for the changes. Train, explian and refrain - refrain from cristisism when it's all new.
Design the operational systems for the new environment so they don't sabotage the new iniatives and ...
Impliment the technology upgrades as the first two are done.
That's it for now. Feel free to comment or ask for topics you want answers on.
Iven
Can't get no respect! 65% fail the test.
The late comedian Rodney Dangerfield had as his catch phrase "I can't get no respect".
The survey says..
According to the latest survey of the top 100 US firms when it comes to online experience neither can they. The Customer Respect Group - yes that really is their name - condcuted their 4th annual Customer Respect Study and found when it comes to respect only 6% rate Excellent; 29% Get a Good Rating and, in these days of privacy paranoia 30% Continue to Share User Information Without Permission.
An the winners are... HP, Medco Health Solutions, Sprint, Intel, American Express and UPS.
How did they arrive at this conclusion? Here is an excerpt from the article.
"By interviewing a representative sample of the adult Internet population, and by analyzing and categorizing more than 2000 corporate Web sites across a spectrum of industries in detail over the past four years, The Customer Respect Group has determined the attributes that combine to create the entire online customer experience. These attributes have been grouped together and measured as indicators of Simplicity (ease of navigation), Responsiveness (quick and helpful responses to inquiries), Privacy (respect for the privacy of the customer), Attitude (customer-focus of site), Transparency (open and honest policies) and Principles (values and respects customer data). Combined they measure a company's overall Customer Respect."
So there you have it. The attributes for your own online experience evaluation. I like this list because it goes to the heart of Experience Management. Anyhing is managable if it's measurable.
Simplicity
Responsivness
Privacy
Attitude
Transparency
Principles
If you need help to evaluate your online experience give me a call. At 'The Experience Managers' we have the expetise you halp you evaluate your situation and more importantly help you create an excellent online experience for your clients.
You can read the whole article by clicking on this link.
http://home.businesswire.com/portal/site/google/index.jsp?ndmViewId=news_view&newsId=20050627005850&newsLang=en
Good Experience Engineering
Iven
The survey says..
According to the latest survey of the top 100 US firms when it comes to online experience neither can they. The Customer Respect Group - yes that really is their name - condcuted their 4th annual Customer Respect Study and found when it comes to respect only 6% rate Excellent; 29% Get a Good Rating and, in these days of privacy paranoia 30% Continue to Share User Information Without Permission.
An the winners are... HP, Medco Health Solutions, Sprint, Intel, American Express and UPS.
How did they arrive at this conclusion? Here is an excerpt from the article.
"By interviewing a representative sample of the adult Internet population, and by analyzing and categorizing more than 2000 corporate Web sites across a spectrum of industries in detail over the past four years, The Customer Respect Group has determined the attributes that combine to create the entire online customer experience. These attributes have been grouped together and measured as indicators of Simplicity (ease of navigation), Responsiveness (quick and helpful responses to inquiries), Privacy (respect for the privacy of the customer), Attitude (customer-focus of site), Transparency (open and honest policies) and Principles (values and respects customer data). Combined they measure a company's overall Customer Respect."
So there you have it. The attributes for your own online experience evaluation. I like this list because it goes to the heart of Experience Management. Anyhing is managable if it's measurable.
Simplicity
Responsivness
Privacy
Attitude
Transparency
Principles
If you need help to evaluate your online experience give me a call. At 'The Experience Managers' we have the expetise you halp you evaluate your situation and more importantly help you create an excellent online experience for your clients.
You can read the whole article by clicking on this link.
http://home.businesswire.com/portal/site/google/index.jsp?ndmViewId=news_view&newsId=20050627005850&newsLang=en
Good Experience Engineering
Iven
Wednesday, June 22, 2005
The start of managing the Customer Experience
The idea of this blog is simple - to bring you the latest and most interesting ideas and information about how to create consistent, stable and strong experiences for your customers. That's it!
The philosophy is simple and its the phrase that drives what I do. "If you give people an experience they can't get anywhere else - they wont go anywhere else"
So stay tuned for information, insights and advice on how to create Incredible Customer Experiences.
Be part of creating an experience!
Makers and Breakers
An Experience is either Made or Broken by what happens to us when we interact with a business. Tell me about what a business you have shopped in, bought from or have a long term relationship does that makes it or breaks it for you.
Every month the best Maker or Breaker story will win a prize from our gift shop. (There has to be an old birthday present I can recycle somewhere here)
Keep coming back to check on what's going on in the Customer Experience world. I promise to keep it interesting, informative and fun. In short a great experience.
Iven
The philosophy is simple and its the phrase that drives what I do. "If you give people an experience they can't get anywhere else - they wont go anywhere else"
So stay tuned for information, insights and advice on how to create Incredible Customer Experiences.
Be part of creating an experience!
Makers and Breakers
An Experience is either Made or Broken by what happens to us when we interact with a business. Tell me about what a business you have shopped in, bought from or have a long term relationship does that makes it or breaks it for you.
Every month the best Maker or Breaker story will win a prize from our gift shop. (There has to be an old birthday present I can recycle somewhere here)
Keep coming back to check on what's going on in the Customer Experience world. I promise to keep it interesting, informative and fun. In short a great experience.
Iven
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