The Customer Experience Report for Dec 15th, 2012

Hello! This is a new experiment to share insights about customer experience. Please let me know what you like, don’t like, and if you’d like to subscribe, you can get an email in your inbox here. The Customer Experience Report December 15, 2012 – An Occasional Newsletter (Vol. 1, No. 1) Legos: A Great Metaphor…

Why experiencing a product is better than explaining it

You know the feeling – trying to explain something to someone who is not picking up what you’re putting down. So what should you do? Explain, or Listen? As a product marketer, you might often feel this emotion when you are trying to explain a new feature or functionality in your product, or generally when…

Customers ask for more choice than they want

More Choice == Good, Right? It seems logical: people who buy stuff want choice (lots and lots of it.) We’ve built buying models, stores, and services that ensure that customers can buy whatever they want, whenever they want, and (almost) whereever they want. But giving someone a near-infinite number of choices doesn’t always help to…

Customer Experience is Not Rocket Surgery

Let’s get this straight. Rocket Surgery doesn’t exist. It’s a made-up term combining two things people think are hard: rocket science and brain surgery. It sounds so hard that no one would even believe that a Venn Diagram of these things could even exist (or maybe it would just be strange, like that feeling you…

A Customer Service Time Warp (remember 2007?)

A recent discussion with my kids made me think about how much has changed in the customer service world (and in the expectations of customers) in the last five years. Let’s take an example – picture yourself in 2007. You’re at a retail store (perhaps BestBuy) in search of an item (a new computer monitor…