http://confusedofcalcutta.com/2006/11/09/designing-and-testing-for-customer-experience/ a blog about information Wed, 10 Mar 2010 20:38:42 +0000 http://wordpress.org/?v=2.9.2 hourly 1 http://confusedofcalcutta.com/2006/11/09/designing-and-testing-for-customer-experience/comment-page-1/#comment-22560 Confused Of Calcutta » Blog Archive » On VCs and Products and Services: Another very provisional post Tue, 14 Nov 2006 00:57:21 +0000 http://confusedofcalcutta.com/2006/11/09/designing-and-testing-for-customer-experience/#comment-22560 [...] Nic Brisbourne set this particular snowball rolling along, with his comments on one of my recent posts. I’d been talking about a future where increased commoditisation led to there being only one real sustainable differentiator, the customer experience. [...] [...] Nic Brisbourne set this particular snowball rolling along, with his comments on one of my recent posts. I’d been talking about a future where increased commoditisation led to there being only one real sustainable differentiator, the customer experience. [...]

]]> http://confusedofcalcutta.com/2006/11/09/designing-and-testing-for-customer-experience/comment-page-1/#comment-22384 The Equity Kicker » Blog Archive » Musings on low cost start-ups and the importance of customer service Mon, 13 Nov 2006 15:14:16 +0000 http://confusedofcalcutta.com/2006/11/09/designing-and-testing-for-customer-experience/#comment-22384 [...] I am now wondering if this might change soon.  Recently I have been reading a lot about the importance of customer service as a differentiator - Brad puts in this context on the Union Squares blog and JP recently wrote the following: As we move towards realms where more and more things get commoditised, and more quickly at that, it is reasonable to assume that the only aspect of a service offer that differentiates one firm from another is the quality of the customer experience. [...] [...] I am now wondering if this might change soon.  Recently I have been reading a lot about the importance of customer service as a differentiator – Brad puts in this context on the Union Squares blog and JP recently wrote the following: As we move towards realms where more and more things get commoditised, and more quickly at that, it is reasonable to assume that the only aspect of a service offer that differentiates one firm from another is the quality of the customer experience. [...]

]]> http://confusedofcalcutta.com/2006/11/09/designing-and-testing-for-customer-experience/comment-page-1/#comment-21324 bobby Fri, 10 Nov 2006 17:09:51 +0000 http://confusedofcalcutta.com/2006/11/09/designing-and-testing-for-customer-experience/#comment-21324 user performance is and should be part of the equation user performance is and should be part of the equation

]]> http://confusedofcalcutta.com/2006/11/09/designing-and-testing-for-customer-experience/comment-page-1/#comment-20720 John Dodds Thu, 09 Nov 2006 23:20:35 +0000 http://confusedofcalcutta.com/2006/11/09/designing-and-testing-for-customer-experience/#comment-20720 I haven't listened to this particular talk but will do so as I like her stuff a lot. The one real-life example that approaches this was my work some years ago in developing a consultation strategy on behalf of a local government organisation. As an outsider I was able to identify that their existing call centre was over staffed and entirely passive - by utilising it to collate customer feedback and to undertake frequent phone surveys (with opted-in citizens), it was transformed into an interactive data collection resource and the staff were enthused and more involved with their employer. As you say, not rocket science - just a case of joining the dots. I haven’t listened to this particular talk but will do so as I like her stuff a lot. The one real-life example that approaches this was my work some years ago in developing a consultation strategy on behalf of a local government organisation. As an outsider I was able to identify that their existing call centre was over staffed and entirely passive – by utilising it to collate customer feedback and to undertake frequent phone surveys (with opted-in citizens), it was transformed into an interactive data collection resource and the staff were enthused and more involved with their employer. As you say, not rocket science – just a case of joining the dots.

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