New seafood brand lets you track your snapper

Two Musts for Customer Experience Excellence

Two Musts for Customer Experience Excellence

Marketing’s Need for a Fifth “P”

The following from Peppers & Rogers 1to1 Media is a book excerpt from my colleagues at Accenture called The Social Media Management Handbook: Everything You Need to Know to Get Social Media Working for Your Business.

I am not promoting it because I work with the authors, but instead because it reinforces the critical importance we place on people and the "rich customer experience" that companies must deliver to build and grow collaborative customer - company relationships.

Share your thoughts...

The Year's Biggest Branding and Marketing Fiascoes

Just wanted to share a look back at 2010's biggest branding and marketing fiascoes, from Ad Age. Do you have any others to share?

Have a happy and healthy New Year and new decade!

The Multichannel Service Imperative

The Multichannel Service Imperative

Old and New Direct Marketing Worlds Collide

Old and New Direct Marketing Worlds Collide

American Airlines Renewed Focus on the Customer Experience

Recently, as I traveled back home to Chicago on my weekly Thursday evening American Airlines flight, I found myself without any reading material. Feeling desparate, I checked out the seat pocket in front of me. I had no interest in buying any life altering invention, so I picked up the in-flight magazine, The American Way.

I was very interested when I came upon an article from Craig Kreeger, SVP - Customer Experience, on American's "renewed focus" to enhance the customer experience. "Today, we are working to improve your journey with us from start to finish -- mindful that it really begins when you select and book your flight and ends as you pick up your bags upon arriving at your destination." This particular article provides examples of how they have invested in technology to improve the travel experience, such as a free iPhone app.

I look forward to following his updates on his progress, as well as experiencing them myself! To read his entire article, please go to page 77.

http://www.emag-americanwaymag.com/october_15_2010.html

Report - Consumers Pay More for Great Experience

Interesting research report from RightNow that reveals that 55% of North American consumers have become a customer of a company because of their reputation for great customer service. Read more...

http://www.marketingcharts.com/direct/consumers-pay-more-for-great-experience-14657/?utm_campaign=newsletter&utm_source=mc&utm_medium=textlink

The Case for a Chief Marketing Technologist

Here is a very good article posted in Ad Age.com that I could not agree with more. I have had deep experience throughout my career leading various marketing initiatives and strategies that involved strong interaction and dependency on technology and the various internal and external resources and solutions available to make it all come together and work. The line between Marketing and Technology increases to become blurred and it is critical that they work hand in hand...

http://adage.com/cmostrategy/article?article_id=146175

Your thoughts??

No screaming or passenger unrest on this flight, just a birthday song

We've all heard about the meltdown on JetBlue last week involving flight attendant Steve Slater and his intercom tirade and quick chute exit. As all the details are still being uncovered, I am not shocked to learn that he has already hired a Hollywood publicist to sort through all the "offers." My personal belief is that no matter what may or may not have happened on that flight (most of his account has been seriously discounted from many passengers thus far), his actions were most unprofessional. However, in today's society, little details like the actual facts of what occurred are less important to many people than the immediate, viral momentum for many to consider him a hero. I think not. I hope his 15 minutes of fame are over, but I suspect there will be the made-for-cable-tv movie hitting the airwaves before the year is up. Even if his story turns out to be true, I still plan to skip that flight.

Anyways, upon just returning from a family vacation to Maine (Bar Harbor, Acadia, Freeport, Camden), New Hampshire (Portsmouth) and Rhode Island (Newport), I wanted to share a little "rich customer experience" that won't ever receive any media attention. On our Southwest morning flight from Chicago to Boston, the flight attendant announced that someone special on board was having a 7th birthday that day. She then proceeded to instruct all the passengers to turn on their overhead light to "turn the plane into one big birthday cake with candles." Then she delivered him the most charming birthday crown, made up of peanut packages and coffee stir straws. It actually looked like a King's crown! We all then sang happy birthday to this most appreciative little boy. It was a real great experience for this kid and his family, as well as for the rest of the passengers knowing they were welcome, appreciated and valued.

Does ayone else have any good or bad travel experiences they would like to share?