Bio: Jeanne Bliss
Posts by Jeanne Bliss:
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3 Actions to Battle Customer Experience Fatigue,
18 Mar 2010 in Customer Behavior& Customer Relationships& Featured Posts& Headline& Marketing
Don’t get me wrong … Working on the improvement and development of customer experiences is what we need to do. However, like so many of the customer-focused solutions that have come and gone before it, we’ve lost the forest for the trees.
For …
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How Toyota Missed Its ‘Tylenol Moment’,
02 Mar 2010 in 1& Branding& Customer Behavior& Customer Relationships& Ethics& Featured Posts& Marketing& Marketing Leadership
When a company makes a mistake, it can be the brightest moment in their history.
Tylenol had that opportunity. But they missed their moment. Big time.
How a company reacts, removes the pain, and repairs the emotional connection shows th…
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Coupon Crazed Christmas!,
08 Dec 2009 in Featured Posts
Internet coupon site RetailMeNot was up 57% from a year ago on Cyber Monday. CouponCabin was up 65% from last year. BradsDeals.com reported their traffic had increased by 174%, receiving nearly 16,000 visitors an hour!
New entrant into the coupon…
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Would you buy from the Republicans OR Democrats right now?,
17 Sep 2009 in Featured Posts
If they were a company selling products and services, would you recommend either one to your mom?
What we’ve got going on right now are the worlds’ two biggest silos duking it out. What is hard to tell is who they’re fighting for. It seems in each …
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Via Rail Stays on Customer Loyalty Track by Apologizing Well,
30 Jul 2009 in Featured Posts
How a company reacts to adversity reflects the humanity of an organization…and shows its true colors more than almost another situation it might encounter. Repairing the emotional connection well is a hallmark of companies we love. It makes us…
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‘Zappos and Amazon Sitting in a Tree…’,
23 Jul 2009 in Featured Posts
This is one of the positively “Tony Hsieh” lines that is most memorable in the out-of-the-blue news that hit today that Amazon acquired Zappos. In his email to employees, Tony said:…
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Chips For Humanity: How Frito-Lay Earns Market Share,
16 Jul 2009 in Featured Posts
I am intrigued by Frito-Lay. Having not eaten a Frito for years, I must say that the endeavors of this brand compel me to once again munch a bunch.
Two recent activities in particular are brilliant. Yes, of course, for the actions, but most importa…
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Redesigning the Hospital Gown: Why Focus Groups Fail Customers and Companies,
14 May 2009 in Featured Posts
The hospital gown has been around for centuries. It’s no news that the ill-fitting, dignity-stealing flimsy covering clearly needs an overhaul.
The problem is, the way products are designed and redesigned needs an over-haul as well. In the case of…
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Hope,
06 Apr 2009 in Featured Posts
I have hope. I have hope that people will smile again. I see them smiling already. I have hope that the small, non-expensive kindnesses being offered by merchants are being remembered and will be repaid with customers who swarm back to them when…
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Bloggers Take Care! Some Are Writing ’til They Drop!,
08 Apr 2008 in Featured Posts
Is Blogging the Sweat Shop of Technology? …
