Tag Archives: consumer reviews

What’s the heck is Experiential Marketing?

I have written extensively about Customer Experience management and Product Marketing rooted in Customer Experience Intelligence for years. In fact, I started practicing those methods well before the barrage of “tools” and technologies started to flood the enterprise software market. … Continue reading

Posted in Customer Experience CX | Tagged , , | Leave a comment

Do We Really Need “Unbiased” Customer Reviews?

Since the advent of digital commerce customer reviews became an integral and important part of marketing. As adoption of online retailing grew, the role of customer reviews, published on e-commerce (retail) sites and third party reputation sites, became irreplaceable. Consumers, … Continue reading

Posted in Customer Reviews Analytics | Tagged , , , , | Leave a comment

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

Cheap Gas, Electric Cars and Customer Experience

It is important to remember that even at the near-record high of gas price, customer retention of hybrid vehicles was only 35%. Continue reading

Posted in Customer Experience CX, Market Research | Tagged , , | 2 Comments

How to get (and keep) a customer-centric reputation

I admit to spending more time reading books, blogs and articles about customer experience, as well as analyzing customer feedback, than most people on the planet. As a result, my personal experiences  often fall short of my expectations dealing with … Continue reading

Posted in Customer Experience CX, Customer Reviews Analytics | Tagged , , , , | Leave a comment