What is not an experience today?
With each trend comes a drawback; even in marketing. Look at the customer experience for instance. This concept does make a lot of sense and I firmly believe it is a source of success for all companies, whatever the business, be it in the B2B or B2C sector. The problem is actually that the customer experience, which finds its origin in the academic world and which was later popularized in business books, turns today to be...
Customer experience: CEO’s passion is essential
I’m just back from a week in New York where I followed a workshop on the management of Customer Experience at the Columbia Business School. From the work sessions with my colleagues we found out that the CEO plays an essential role in setting up an environment which is likely to create a positive customer experience. Think about Steve Jobs for instance, but not only. Livia Marotta of Swarovski mentioned a less know example of a...
The energy drink market at SIAL 2010
One of the markets I discovered the amazing vitality of, was that of energy drinks. Basically, for me, the energy drink market was limited to Red Bull, Burn and a few alternatives which put millions of Euros in advertisement. What I discovered at SIAL was that the market was much broader than what I thought. What I saw is a low-tier invasion and a cost leadership strategy adopted by many players. One good example was No...
And what if Ryanair was a model of customer experience management?
And what if Ryanair was a model of customer experience management? This is the somewhat provocative opinion developed by Bruce Temkin on his blog “customer experience matters”. His conclusion resonates as a meaningful message: “A bad customer experience does not always mean bad customer experience management”; an opinion that I share. A bad customer experience does not always mean bad customer experience management Bruce Temkin The link between customer experience and customer satisfaction Here are...
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