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Browse: Home / customer experience

customer experience

When things go wrong

When things go wrong

By Paul Miller on July 14, 2015

In technology, as in so much else, things go wrong all the time. Web sites go down, companies lose your data, and more. We all know this and – to greater or lesser degrees – broadly accept that it will eventually happen to us. The real trick, often, isn’t to prevent everything going wrong but to […]

Posted in Featured Posts, Trends & Concepts | Tagged customer experience, customer relationship, failure, outage, tftd, transparency

A Design Lesson: Customers Don't Remember Everything They Experience

A Design Lesson: Customers Don’t Remember Everything They Experience

By Chirag Mehta on February 3, 2014

My brother is an ophthalmologist in a small town in India. In his private practice, patients have two options to see him: either take an appointment or walk in. Most patients don’t take an appointment due to a variety of cultural and logistics reasons and prefer to walk in. These patients invariably have to wait […]

Posted in Application Software, Featured Posts, Trends & Concepts | Tagged behavioral economics, customer experience, experience design, Product design, Product Management, psychology

German User Groups Stepping Up The Pressure On SAP

German User Groups Stepping Up The Pressure On SAP

By Guest Authors on September 22, 2010

The Frankfurter Allgemeine Zeitung notes that after the quarrelsome and strained relationship with former CEO Léo Apotheker, starting with but certainly not ending over proposed maintenance hikes, the SAP German User Group – DSAG is experiencing a better relationship with the SAP’s new co-CEO, Jim Snabe. What I gleaned from the article is that  DSAG […]

Posted in Application Software, Enterprise | Tagged Co-innovation, customer experience, erp, sap, User Groups

RightNow Enables Seamless Social Interactions With Your Customers

RightNow Enables Seamless Social Interactions With Your Customers

By Krishnan Subramanian on September 16, 2010

RightNow Technologies (NASDAQ:RNOW), Bozeman based company offering a comprehensive Customer eXperience Suite, yesterday announced the extension of their Suite to support Facebook. With this new addition, RightNow Technologies is taking their customers right to the doors of these social networking sites. The Problem In today’s world, customers are more empowered than ever due to the […]

Posted in Application Software, Featured Posts | Tagged customer experience, facebook, rightnow, saas, social computing, social networks, social platforms

Would You Pay More for Excellent Customer Service?

Would You Pay More for Excellent Customer Service?

By Jacob Morgan on August 9, 2010

A key tenant in Social CRM has always been around providing users with a better experience.  In addition to delivering a great product one of the best ways to provide a better experience is through excellent service (yes there are other things).  Here’s a simple personal example. In my neighborhood there are two large grocery […]

Posted in Enterprise | Tagged american express, americans using social media, americans using the internet, customer experience, customer service, paying more for experience, paying more for service, scrm, Social CRM | 1 Response

Hubris

Hubris

By Guest Authors on June 22, 2010

From Wikipedia: Hubris: extreme haughtiness or arrogance. Hubris often indicates being out of touch with reality and overestimating one’s own competence or capabilities, especially for people in positions of power. When I woke up this morning the word hubris popped into my mind (I also had the weirdest dream about overcoming hurdles but that’s for […]

Posted in Enterprise | Tagged corporate culture, customer experience, enterprise software, microsoft, Oracle, sap

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