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Customer Experience

September 3, 201411:20 PM

Everything Is Digital tagged “Customer Experience”

Digital is everything. Are you listening? I read the following quote from a recently published Forrester report titled, The Future Of Business Is Digital: "Business leaders don't think of digital as central to their business because in the past, it... Read more

By Mitch Joel

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June 11, 201411:03 PM

So You Think You Can Be A Marketer tagged “Customer Experience”

What do you think it takes to make it as a marketer? The answer used to be a lot easier. Most people entering into the profession of marketing did so because they weren't happy somewhere else. They got their law... Read more

By Mitch Joel

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February 20, 2014 6:43 AM

The End Of Customer Service tagged “Customer Experience”

Now that everyone complains... nobody cares when there is a complaint. There was a time (not that long ago), when someone's complaint online would be rocketed to the executive office, changes were made and brands were being held accountable for... Read more

By Mitch Joel


September 22, 2012 4:29 PM

Technology Removes Technology tagged “Customer Experience”

What do you make of the meteoric rise of the iPhone and iPad? People will talk about the cool factor, the sleek design, the speed of the computer processor, how many pixels the camera has, the connectivity and more. They're... Read more

By Mitch Joel

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June 14, 2012 3:14 PM

Earning Loyalty Points tagged “Customer Experience”

This will not be about how to game a system so that you can redeem a free flight. Sorry. When most people think of earning loyalty points, they think of their loyalty cards. They think of spending money that is... Read more

By Mitch Joel


May 21, 2012 9:08 AM

The Lying Game tagged “Customer Experience”

Distrust in a world of trust agents is problematic. On May 18th, The New York Times ran a fascinating news story titled, In the Undoing of a C.E.O., a Puzzle. The article is all about former Yahoo CEO Scott Thompson... Read more

By Mitch Joel


July 1, 2011 9:13 PM

The Ultimate Question: Self-Interested Or Interesting? tagged “Customer Experience”

Do you want to know if your content is working for you? There is a constant slew of articles, Blog posts, tweets and conversations (online and offline) about how to define success in Social Media. In the past few weeks... Read more

By Mitch Joel


December 31, 200911:43 AM

Six New Business Books For 2010 tagged “Customer Experience”

The face of reading took a dramatic turn during this holiday season, and we're not just talking about those of us who have seen the stack of books next to our nightstand continue to rise as the gifts flow in.... Read more

By Mitch Joel


October 21, 200910:03 PM

6 Ways To Look At Negative Feedback tagged “Customer Experience”

What happens when people do say bad things about you (or your company)? This is - without question - one of the primary reason many companies avoid the conversation that takes place in the Digital channels. It's the exact same... Read more

By Mitch Joel


July 31, 2009 9:08 PM

How Big Business Is On Twitter Without Being "On Twitter" tagged “Customer Experience”

In the past couple of weeks there has been multiple instances where well-known brands have confided in me that they are on Twitter, but not participating. What, exactly, are they doing if they're on Twitter but don't have an account,... Read more

By Mitch Joel


August 20, 2008 7:13 AM

Does A Social Media Vigilante Equal Customer Service Justice For All? tagged “Customer Experience”

There have been many back channels emails asking me who the "major electronics retailer" featured in my Blog posting, Like It Or Not, Your Website Is Part Of Your Company (And A Big One), from yesterday was. I run a... Read more

By Mitch Joel


March 8, 200810:54 AM

4Q Will Do For Web Research What Google Analytics Does For Website Measurement tagged “Customer Experience”

Full disclosure: iPerceptions is a client of Twist Image and I sit on their Advisory Council. That being said, I was pretty much in the dark on this project. iPerceptions teamed up with Six Pixels of Separation's favourite web analytics... Read more

By Mitch Joel


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