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Marketing Through Valuable Experiences

September 27, 2017 by Kerry Bodine

Marketing Through Valuable Experiences

I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several years old at that point, but their ideas made me want to jump out of my seat with joyful cheers: “To be clear, we’re not talking about ‘experiential marketing’ — (Read More...)

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6 Consumer Trends To Fuel Your Future Customer Experience

June 4, 2015 by Kerry Bodine

6 Consumer Trends To Fuel Your Future Customer Experience

I’m at the at the Total CX Leaders conference and just attended an excellent seminar from Max Luthy, Director of Trends & Insights at Trendwatching.com. It was so on point for companies looking to innovate the customer experience that I feel compelled to share. Max presented six trends that can help you frame your CX (Read More...)

It’s 02015: Time to Start Thinking Long Term

January 30, 2015 by Kerry Bodine

It’s 02015: Time to Start Thinking Long Term

When we moved back to San Francisco in 02009, my husband and I joined an organization called The Long Now Foundation. About once a month, we attend Long Now lectures to learn about topics like the world’s oldest living organisms; the coevolution of light, life, and color on earth; how to find dangerous asteroids; and (Read More...)

Uber Sets Great Expectations For Halloween Surge Pricing

October 31, 2014 by Kerry Bodine

Uber Sets Great Expectations For Halloween Surge Pricing

The best part of Uber’s customer experience this Halloween isn’t the little candy corns and witches that have replaced the regular vehicle icons on the in-app map. (Though I have to admit, those are pretty damn cute.) It’s the way Uber has set expectations about the surge pricing that will inevitably force Halloween revelers to (Read More...)

3 Ways That Airbnb Fights Survey Fatigue

October 21, 2014 by Kerry Bodine

3 Ways That Airbnb Fights Survey Fatigue

The good news: companies of all shapes and sizes are implementing Voice of the Customer programs.  The bad news: customers are being inundated with feedback surveys. Just this week, I’ve received survey requests from United Airlines, my veterinarian, my gym, and Airbnb. Airbnb’s was the only one I filled out. Here’s what Airbnb’s email invitation (Read More...)

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