Category Archives: Customer Experience

Small Idea, Big Movement

bohsw-zcuaavuieI love great ideas! Especially the ones that start out small but then revolutionize an industry. In 2007, a like-minded group of individuals, including Pam Warhurst and Mary Clear, wanted to find a way in which everyone could help improve their own community. Their solution: They taught their local residents to take control of their community through gardening and eating.

“The answer was food,” said Warhurst in her TED Talk. “Everyone understands food. Food gets people talking; even better, it inspires people to take action.” They started with small herb gardens and community plots in a Northern England town called Todmorden. Then they planted corn in front of a police station, fruit trees on the sides of roads, vegetables in front of the senior center, and even planted gardens in the cemetery, where “things grow really well because the soil is really good!” Read more after the jump…

The Importance of Patagonia’s Black Friday Campaign

This year, Patagonia announced that it would donate all Black Friday proceeds to grassroots environmental groups fighting to protect natural resources like water, oil and soil. The company expected to rake in about $2 million across its 80 global stores and Patagonia.com. In reality, Patagonia recorded $10 million in revenue – five times what the company expected – and is still promising to donate 100 percent of that revenue to the environmental groups.

Read more after the jump…

Creating a Seamless Online-to-Offline Experience to Improve Business Results

Even with how accustomed we have become at using websites and mobile apps to connect with businesses, sometimes nothing beats speaking to a real person. It also helps improve business results.

Through a one-on-one conversation with a customer, you have the opportunity to create an emotional connection and build or reinforce customer loyalty. The key is that it has to be convenient and happen at the exact time the customer wants to talk.

As customers increasingly use their mobile phone to interact with your website, they are more likely to click on a “call” button than ever before. However, they want an immediate response and relevant answers to any questions they have.

Google breaks the process into “three pillars for providing a great caller experience”:

three-pillars-for-providing-a-great-caller-experience(Image Credit: Google)

Read more after the jump…