Category Archives: Customer Behavior

Money Management – It’s a Personality Thing

When I met my husband some years ago (before Quicken), I was surprised to discover that he balanced his checkbook by rounding.  He would enter “$50” if he thought he had spent about that, and figured he would be safe … Continue reading

Posted in Customer Behavior, Customer Experience, Financial Services | Tagged , , | 1 Comment

When Customers Speak Out, Pay Attention or Watch Out

This week, alongside many articles designed to amplify popular fascinations, CNN ran an article about customer experience entitled, How Social Media Are Amplifying Customer Outrage (http://bit.ly/rcOik5). In this op-ed, Mashable bureau chief Chris Taylor gives several examples of social media … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Social Media CRM | Tagged , , , | 4 Comments

What Your Employees Aren’t Telling You

In her recent customer experience blog (http://bit.ly/nQLkK5), Forrester Analyst Kerry Bodine points out that many executives have tunnel vision. She says, “Many organizations place too much emphasis on top-of-mind channels such as the Web and social media, ignoring hundreds of … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research | Tagged , , , | 1 Comment

When Lightning Strikes

Earlier this week another freakishly-strong thunderstorm rolled through town, and a great bolt of lightning cracked right above our house.  My adrenaline surged, and so did our electricity – immediately frying most of the electronics devices that were plugged in.  … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , | 3 Comments

Turning Lemons Into Lemonade

Last year more than 3000 consumers in the U.S. and U.K. took part in a survey that asked about the most critical elements of a customer experience (see http://bit.ly/mzJhTg).  Given the recession, you would expect price to be a major … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , , | 3 Comments