Keep Your Promises Archives - Page 2 of 3

Customer Experience First, Business Strategy Second

Oct. 6, 2015 by Kerry Bodine

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

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

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

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...)

The Smartwatch Experience Falls Victim To High Expectations

June 11, 2015 by Kerry Bodine

If you’re in the market for computers you can strap to your body, you’ve come to the right future. You can control your PowerPoint presentations by waving your arms, track your vertical drop as you hit the slopes, and keep track of what Fido is up to while you’re at work. Want to take your workouts (Read More...)

The Super Bowl’s Biggest Loser? Facebook

Feb. 2, 2015 by Kerry Bodine

The Super Bowl is an annual bellwether for how brands and traditional ad agencies think about digital marketing and multichannel customer experiences. Since 2007, I’ve been watching with one eye on the game and the other on how TV ads promote (or don’t) digital channels. Over the years, we’ve moved from basically zero mentions of (Read More...)

Nationwide’s Super Depressing Super Bowl Ad

Feb. 1, 2015 by Kerry Bodine

Anyone watching Super Bowl XLIX surely experienced what I did. During a commercial break early in the game, a black cloud suddenly appeared, the air rushed out of the room, and everyone feel silent. The reason? Nationwide Mutual Insurance Company decided that this would be the perfect time to remind us that our kids might (Read More...)

Can We Please Put An End To One-Size-Fits-All Emails?

Nov. 24, 2014 by Kerry Bodine

Have you heard of CrossFit? It’s a style of workouts “comprised of constantly varied functional movements (like pushing, pulling, squatting, lifting, running) executed at high intensity.” People that do CrossFit don’t just go to the gym. They become certifiable CrossFit fanatics. I wanted to find out what all of the fuss was about, so last (Read More...)

Your Brand Is An External Expression Of Your Corporate Culture

Oct. 7, 2014 by Kerry Bodine

Who in your company talks about your corporate brand? My guess is that it’s only the marketing folks. In far too many organizations, I see people in roles like customer service, operations, and finance who view the brand as an elusive concept — one seemingly (and thankfully) controlled by the CMO and ad agency execs. (Read More...)

Q&A About Brand, Marketing, & Customer Experience

July 16, 2014 by Kerry Bodine

Last week I did a webinar with the fine folks at the Society of Digital Agencies about the disconnect among brand, marketing, and customer experience (CX) that exists in many organizations. My advice to the attendees, who were (unsurprisingly) mostly from digital agencies, was to strive to connect the marketing promises that they create with (Read More...)