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Broken Promises: Courtyard By Marriott Edition

October 16, 2017 by Kerry Bodine

Broken Promises: Courtyard By Marriott Edition

A friend of mine recently had a business trip to the Bay Area and booked his room at the Courtyard by Marriott in downtown Oakland. The morning before his stay, he received an email from Marriott, encouraging him to “Use Mobile Check-In to access Elite benefits.” He read through the email and saw that one (Read More...)

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...)

New Customer Experience Workshops Announced!

May 2, 2017 by Kerry Bodine

New Customer Experience Workshops Announced!

I’m excited to announce two additions to our 2017 workshop lineup! NEW! Brand Experience Please contact us to schedule your private workshop. We’ve taken the best of our Designing Brand Experiences consulting offering and compressed it into a one-day workshop. In this interactive workshop, we’ll help you examine your organization’s brand from the outside in (Read More...)

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3 CX Lessons To (Re)Learn From The 2017 Super Bowl Ads

February 6, 2017 by Kerry Bodine

3 CX Lessons To (Re)Learn From The 2017 Super Bowl Ads

In 2017, brands shouldn’t be fumbling around to pull off a successful Super Bowl ad. And yet, errors and missed opportunities abounded in last night’s game. Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! 84 (Read More...)

Broken Promises: United Airlines Edition

August 4, 2016 by Kerry Bodine

Broken Promises: United Airlines Edition

On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global (Read More...)

Customer Experience First, Business Strategy Second

October 6, 2015 by Kerry Bodine

Customer Experience First, Business Strategy Second

Happy CX Day! On this important day, I want to discuss an important topic: strategy. In a recent post, I lamented how many companies today focus on business strategy first and customer experience strategy second. They decide what they’re going to do—and, as an afterthought, make decisions about how they’ll deliver their products and services. (Read More...)

The Secret To Customer Happiness: Realistic Expectations

July 20, 2015 by Kerry Bodine

The Secret To Customer Happiness: Realistic Expectations

Happiness gurus say the key to contentment is low expectations. This is great news for the pessimists whose strategy is to expect the worst and then enjoy a pleasant surprise when the apocalypse doesn’t happen. But in the customer experience world, this doesn’t fly. You cannot sandbag your customers’ expectations by promising them a miserable (Read More...)

Another One Bites The Dust: JetBlue’s Broken Promises

July 2, 2015 by Amelia Sizemore

Another One Bites The Dust: JetBlue’s Broken Promises

I’m not angry, JetBlue. I’m just disappointed. Ok, I’m actually pretty miffed, as are many, many others. Last November, when JetBlue announced upcoming changes to its baggage policy and its plans to chop legroom, I wasn’t worried that my flying experience would worsen. Though I’m a frequent JetBlue flier, I’ve checked a bag only twice (Read More...)

What Does Your Brand Stand For? No, Really.

June 18, 2015 by Kerry Bodine

What Does Your Brand Stand For? No, Really.

Have you seen the website Honest Slogans? Its clever creators juxtapose well-known brand logos against taglines that would make their respective brand managers cringe. My favorites include: Best Buy: Try it out before buying it on Amazon Gillette: We’re just going to keep adding more blades WebMD: Convince yourself that you have a terminal illness (Read More...)

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