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Customers Rock!

A blog about customers, their experiences, and how businesses can make sure their customer experiences rock!

Last Build Date: Sat, 20 Jan 2018 18:08:32 +0000


Guest Blogger: Esteban Kolsky on Customer Service and EmailBecky

Mon, 18 Aug 2008 16:00:05 +0000

Today we have a special guest with us, Esteban Kolsky.  Esteban is a VP at KANA where he is very focused on great customer experiences, especially in the area of customer service.  He is also an active commenter here on Customers Rock!, so please welcome him and enjoy the post! Five Winning Strategies to Excel […]

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Feedback for Customers Rock!Becky

Mon, 11 Aug 2008 20:08:45 +0000

I have been writing this blog for over a year and a half and have developed a nice following of loyal readers.  Thank you, loyal readers!! I would like to get some feedback from you on what you would like to see on Customers Rock!, plus get to know you a little bit!  Please take 5 […]

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Ikea Rocks with its Retail Customer ExperienceBecky

Sat, 09 Aug 2008 18:26:35 +0000

In the current economy, consumers are holding on to their money more tightly and making hard choices about if, and where, to spend it.  Having a great customer experience greatly increases the chances that a) customers will come back to shop there again and b) they will tell their friends and family about how great […]

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Rockin’ Customer Feedback: SuggestionBox.comBecky

Mon, 04 Aug 2008 22:30:57 +0000

There are many, many times here at Customers Rock! where I highly recommend that companies listen to their customers as often as possible.  The best way is to take note of the verbatim words customers use, rather than read from aggregated “survey results”.  This becomes even more important as organizations try to decide the best […]

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Re-Experience Starbucks, Update 9: Customer LoyaltyBeckyNew outside seating!

Tue, 29 Jul 2008 17:49:57 +0000

Part 9 of the ongoing ReExperience Starbucks project with Jay Ehret from The Marketing Spot.  Don’t forget our survey, which is still open, at the end of the post. Please tell us what you think about the changes at Starbucks! How does Starbucks create customer loyalty?  John Moore at BrandAutopsy said this a few years back: “For […]

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Is Retail Customer-Focused?Becky

Thu, 24 Jul 2008 18:16:37 +0000

I heard a very interesting observation from a 14 year old young man the other day. “Why don’t they sell swim trunks in July?  That’s when I need them.  Seems like stores aren’t very focused on what their customers need!” Now, I know all you folks out there in retail-land have your reasons for why this occurs.  […]

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Blogs Hit the MainstreamBecky

Fri, 18 Jul 2008 16:58:41 +0000

It seems to me that when the US Army Corps of Engineers is blogging, blogs have hit the mainstream.  There was an interesting article in The Military Engineer, May-June 2008, about Lt. Gen. Robert Van Antwerp, USA, Chief of Engineers and Commanding General, US Army Corps of Engineers (USACE), and his new blog Corps-e-spondence.  In the blog, […]

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Who Speaks Louder: Marketing or Customer Service?Becky

Tue, 15 Jul 2008 15:58:44 +0000

Overheard the other day from a cashier at my local grocery store (a large chain, by the way): “Can I get a bagger over here?  You aren’t paying me enough to have me bag the groceries, too!”  I heard this as I was coming up to the check-out counter with my purchases (which were only […]

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Teaching Social MediaBecky

Sat, 12 Jul 2008 00:16:02 +0000

As the astute reader will have noticed, I recently began teaching at University of California San Diego Extension.  I am teaching the class Marketing via New Media.  So far, it is very interesting to hear what the students think about social media, how they view it with a fresh set of eyes, and what the […]

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Tell 3000: The Voice of the CustomerBecky

Wed, 09 Jul 2008 18:04:37 +0000

I always encourage my clients to listen to their customers using a variety of mechanisms.  One of the best ways, however, is to listen to or read customer verbatims.  In other words, listen to customers tell stories about your company in their own words. So of course, I am very interested in this new project put […]

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