DISQUS

Deborah · 3 years ago

Max, I have observed the same across the blogosphere. While those in the market of CGM, WOM, etc. enjoy discussing the possibilities and the changing landscape, the general public is more interested in specific examples. Not unlike most marketing, real life examples of how companies and brands are affected are of most interest.

The connection of brand experience (check you spelling above =), and customer service has the most significant impact on future revenues. This connection is lost on many business leaders today!

I have blogged about this several times myself. Here is my latest posting on my own brand experiences at: http://debeastman.blogspot.com/2006/08/its-all-about-customer-experience.html.

Keep up the conversation. So many people still need to understand this issue. Perhaps we should have a Wiki dedicated to customer service experiences, both bad and good?

Noah Brier · 3 years ago

I think you're right Max, at the end of the day all that matters is the customer's experience. Think about the so-called great brands (Apple, Nike, Starbucks), what they do well is the total package. No piece of the puzzle is not considered and designed.