Yesterday, May 5 1020, I presented on how to evolve traditional customer experiences into socially-enhanced customer experiences at Parafest 2010. Here are the slides, feel free to shoot me an email with any questions or comments. Para fest 2010 changing the experience View more presentations from Esteban Kolsky. Share
Read the rest of this entry »Everyone knows how to build loyalty, few are willing to do it. First, over-deliver. Find out what your customer’s expectations are, what they would like to see happen in any interaction, both the results and steps to complete them. Design your experiences around those expectations, aiming to always over-deliver on what they expect to see. [...]
Read the rest of this entry »You can’t have loyalty without trust. Sounds simple enough, you can repeat it, you can stand behind it – what does it mean? If you really want to build customers loyalty among your customers, forget having it as a goal. You shouldn’t even try to improve customer satisfaction. Those metrics don’t reflect the truth behind [...]
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