Question

Topic: Strategy

Customer Experience

Posted by Anonymous on 5/10/2006 at 8:49 AM ET 125 Points
I am building an Experience Planning practice at an advertising agency. I am looking for a couple of interesting facts to describe how customer experience shapes a brand and a consumer. These facts would be used at the beginning of a presentation to open people up to the idea of customer experience. Does anyone have a good resource for facts about customer experience, including case studies and success stories?
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RESPONSES

  • Posted by Frank Hurtte on 5/10/2006 at 10:32 AM Accepted
    https://www.goodexperience.com/blog/archives/000016.php

    Look at this one
  • Posted on 5/10/2006 at 11:57 AM Accepted
    You might want to check out CRM magazine. www.destinationCRM.com
  • Posted by adammjw on 5/12/2006 at 10:20 AM Accepted
    Pls find below a couple of books loaded with customer experience stories:

    1. The Experience Economy
    2.Buliding Great Customer Experiences
    3.Customer Experience Management
    4.Managing the Customer Experience

    I'm sure you will find there what you are looking for.

    Regards

    Adam
  • Posted by ReadCopy on 5/13/2006 at 3:52 PM Accepted
    I once introduced something similar for a client I worked with, I asked them for their comments on two brands: a) Coca-Cola and b) Prem-Cola.

    I asked the for their experience of each, also to describe their logos, personality and whether they have bought or would buy each brand.

    Prem-Cola is a made up brand, but demonstrated that without ANY brand experience, no exposure to a particualr brand, they could not make a judgement on it.

    My client went on to correctly identify why they could not tell me anything about Prem-Cola, they had seen no advertising, no PR, no jingle, no logo, no slogan, no experience.
    In my case it worked as an example of branding, and the fact that certain elements of a brand need to be expereinced before a consumer can make a judgement about it.

    The same type of example might work for you.

    Good Luck
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