Author Archives: Gregory

End of Product

you are no longer set to design a “product”, but to design a “service” to deliver a simple and consistent experience for your customers, who are trying to obtain the outcome they actually desire. Continue reading

Posted in Customer Experience CX, Product Management, Product Marketing | Tagged , , | 3 Comments

Airbandb vs Hotels – Which Provides Better Guest Experience

customer experience delivered by airbandb.com is more like Forrest Gump’s “box of chocolates – you never know what you gonna get”. Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics, Social Media Research | Tagged , , | 2 Comments

Customer Reviews – Trust, but Verify

The customer reviews work well when consumers can read actual descriptions of customer experiences and apply them to their own expectations of experience Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics | Tagged , , , , | 2 Comments

Poll Timing Dilemma

an unintended consequence of the premature poll is the very low customer engagement rate that motivated the company to initiate the premature poll in the first place. Continue reading

Posted in Customer Experience CX | Tagged , , | 1 Comment

How Singularity Kills Customer Experience Management

The pitch may have changed, but the singular focus on cost reduction did not. And that will turn CEM into another fad like it did turn CRM into more efficient, i.e. inexpensive way to provide sales management reporting and low cost customer support infrastructure Continue reading

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