Customer experience is a critical factor in customer retention and/or earning repeat business. Restaurants, stores, and other service-oriented businesses understand this basic tenet – or become a statistic within a year or so of opening. Yet professionals who should provide the best customer service are often the worst offenders: doctors.
There are really only three reasons [...]
Archive for the ‘Customer Focus’ Category
Prescription for customer experience:
Have patience with your patients
Stupid Marketing Tricks: TNT’s fake mix tape doesn’t ‘Say Anything’ interesting
Wednesday, Nov 25th, 2009 by Jacqui Kramer | 0 Comments
Filed under: Customer Focus, Marketing, Uncategorized | Tags: Marketing
Filed under: Customer Focus, Marketing, Uncategorized | Tags: Marketing
Cable network TNT sent its marketing team in the wayback machine this week to send out a “sneak peek” at a new show, Men of a Certain Age. Which, based on the cast (Scott Bakula, Andre Braugher and Ray Romano) is somewhere in the late 40s to early 50s. Presumably, these men of a certain [...]
Does Neil Patrick Harris use The Lunchbox Method?
Monday, Oct 12th, 2009 by Dave Kramer | 0 Comments
Filed under: Customer Focus | Tags: customer experience, entertainment, neil patrick harris, visualization technique
Filed under: Customer Focus | Tags: customer experience, entertainment, neil patrick harris, visualization technique
On a flight this weekend, I finally got to catch up on some magazines. In the Sept. 21 New York cover story, Neil Patrick Harris admits to a different method of acting that, quite frankly, reminded me of my own customer experience exercises that I’ve dubbed “The Lunchbox Method.”
Most actors try to get inside their [...]
Get inside your customer’s head: It’s just like packing a lunch!
Wednesday, Sep 16th, 2009 by Dave Kramer | 1 Comments
Filed under: Customer Focus, How To, Project Management | Tags: customer data, customer experience
Filed under: Customer Focus, How To, Project Management | Tags: customer data, customer experience
For some reason, relating the work I do to the customer’s experience of it comes naturally to me. I think it’s because I’m empathetic, which in high school made me pathetic but now, as an adult, it’s a job skill! I just instinctively look at a particular deliverable (be it a site, article or tool) and [...]
Work Samples – Writing killer home page headlines
Monday, Sep 14th, 2009 by Dave Kramer | 0 Comments
Filed under: Copywriting, Customer Focus, Work Samples | Tags: audience segments, headline writing, home page headlines
Filed under: Copywriting, Customer Focus, Work Samples | Tags: audience segments, headline writing, home page headlines
I spent several years refining the art and science of the home page headline at Microsoft.com. Some of these approaches may seem commonplace today, but they were quite original at the time they were published. These are just a few of the many thousands of headlines that I wrote:
The key to good headline writing is to have [...]
Car talk: How to lose (or gain) a customer in 10 minutes or less
This is a tale about customer loyalty, and just how easy it is for one person to screw it up.
Car salesmen have a reputation for being slightly below pond scum on the evolutionary scale. I know this to be true, having encountered many sub-evolutionary beings while car shopping in Texas. The bar has been set [...]
Case in Point: When marketers underestimate their audience
One of my deepest passions is gaming, and I have a particular love for casual games since they are great pick-up-and-play options for busy gamers like myself. I developed and maintain BusyGamerNews.com to help other likeminded gamers find resources to keep up with gaming news and to advocate on their behalf.
So when I find a code for [...]