Once the darling of the proprietary online services industry, AOL was fresh with promise, offering an ever-changing array of content, features and services to eager users. Looking back, its early days were marked by system outages, usability nightmares, functionality break downs, and bugs. As both…Continue reading "Facebook Is The New AOL"
Posts Tagged ‘Leigh Duncan-Durst’
Wednesday, November 19, 2008
I recently began to wonder how many of the airlines and hotel chains have really considered “Customer Lifetime Value” in the creation of today’s largely calendar-driven loyalty programs. Beyond the motivation to examine year-over-year performance, how was it decided that one year is an adequate…Continue reading "Loyalty and Lifetime Value"
Friday, July 11, 2008
The lagging (read: nose-diving) economy is creating additional dimensions of customer need that may well force many companies to re-think their value propositions. Here’s a good case in point…
My husband decided to take a road trip with our 17-year-old this summer. With gas at a national average…Continue reading "Economy Changes Customer Value Perceptions"
Tuesday, June 24, 2008
There’s a great article at Fast Company by way of 37 signals about Alaska Airlines’ proactive attempts to rethink the check in experience. This is really a great case study that illustrates a point I try to make to my own clients, students and colleagues….
You don’t always need fancy research, …Continue reading "Experience Files: Alaska Airlines"
Monday, March 3, 2008
A ton of reports on inflation, unemployment and other economic indicators are slated to hit Wall Street. The Fed is considering dropping rates another quarter point…and the financial world braces. The thing is, everyday Americans don’t need data to tell them the economy is in the crapper!
Beyond…Continue reading "FREECONOMY"