Friday, November 13, 2009

Join me on Posterous

Thanks for reading my Customer Experience Freak blog posts. I've moved my blogging efforts to Posterous, and you can join me there.

You can also follow me on Twitter to find out more about what gets me going in the areas of customer experience, social media and the changing face of business.

Saturday, February 21, 2009

How much is your customer worth?

I've been fortunate to work on a contract onsite for the last couple of months and it's been one of the best things that has happened to me.

I came back to iJump with a renewed reality of what customers mean to me. When you're running your own business it's easy to lose track of what's really important.

Some key lessons I learnt on my assignment
  • Providing excellent customer service is a skill
  • It's a deliberate act
  • It involves visualising what your customer may encounter when they try and purchase from you
  • Design a detailed roadmap of concerns and offer solutions
  • Anticipate delays
  • Look at the entire experience of your brand from a customers external experience from day one
Focus on the small details, it's the small things that can make a difference and set you apart from your competitors. Don't be afraid to go the extra mile.

Great things are not done by impulse, but by a series of small things brought together. ..
Vincent Van Gogh

Thanks to zizzybaaloolah for the photo

Monday, November 17, 2008

Motrin offends Mothers

With the US Presidential election over, painkiller medication Motrin made some waves on twitter this week. I've never heard of Motrin until now.

This is the ad that sparked the controversy from mothers on twitter, friendfeed, blogosphere and Youtube. Eventually it made it into mainstream media. The Mothers who took offense thought the ad was condescending and thought that wearing a sling wasn't a "fashion statement".

Responses to the Ad:

I'm not a mother so I didn't find it offensive but there were some interesting conversations that took place very quickly on twitter. Whether you agree or not, the conversation is taking place online.


Test the waters before you release such a campaign, Motrin says "We Feel Your Pain" You can only feel someone's pain when you really understand their world. Take the time to learn about your audience. Spend time with them. Show them what your campaign team is thinking of doing. You'll be surprised what they'd come up with.

Motrin have now removed the ad and apologised. I believe this is still a fantastic opportunity for Motrin to listen and respond to all if necessary. Plan another campaign, but this time include some of the people who have voiced their opinion. Imagine how that would go. One thing is for sure - we've heard of Motrin now!

Saturday, November 15, 2008

Obama addresses the American people each week why can't CEOs of companies do the same?

Obama's first weekly youtube chat clearly marks a new era of 21st century American Presidency from the Whitehouse. He's staying true to what he promised and that is connecting with his people at the grassroot level.

I hear a lot about transparency and authenticity in my social media business travels, but deep down companies are still nervous about putting themselves out there in fear of what people may say about them.

Brands embracing social media have a headstart compared to those that are still deciding or may never join.

I believe transparency is one of the most important competitive advantages a Company can have for attracting customers or employees.

What do you think?

Wednesday, September 10, 2008

The latest from iJump!

What I'm reading