Customer Experience Articles
| Article: | Date: | Author: | Description: |
| Thank You, Sir. May I Have Another? | 4/21/09 | Bill Cusick | An Excerpt from the upcoming book: All Customers are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back By Bill Cusick |
| 12+ Tips to Improve Customer Experience and Profitability Right Now | 3/3/09 | Bill Cusick | A baker's dozen tips for you to better understand, attract and retain your customers. |
| e-Commerce Heuristic Evaluation | 3/3/09 | Peggy Entrop | Vox's Heuristic Evaluation of this nation brand's e-commerce site provided actionable steps to improve their customers' online experience . |
| Improving the Integrated Experience | 3/3/09 | Peggy Entrop | The overhaul of this regional bank website integrated marketing campaigns with web content and enhanced brand recognition. |
| What our Clients are Saying | 3/3/09 | Vox Clients | Testimonials from a few recent clients. |
| The Path from Customer Champion to Scapegoat: Can Dell Find Its Way Back? | 1/27/09 | Bill Cusick | A look at how Dell’s customer experience has shifted over the last decade. |
| What's Your "Customer Resolution" for 2009? | 1/06/09 | Bill Cusick | Ideas on how to make meaningful goals to improve your company’s customer experience |
| Strategically Connect Through Social Media | 12/08/08 | Jeannie Walters | A look at how Social Media can help you reach your customers in a new and creative way. |
| The CTA Language Barrier | 11/11/08 | Jeannie Walters and Peggy Entrop | Vox calls on the Chicago Transit Authority to improve their customer experience by providing multilingual traveler information online. |
| The Customer is Always...Right...? | 10/02/08 | Erica Falkner | Why the old adage doesn’t always hold true. |
| Is More Necessarily Better? | 8/26/08 | Erica Falkner | How the CTA is alienating customers. |
| NBC Was Listening | 8/26/08 | Peggy Entrop | A lesson on how to engage customers. |
| 5 Star...Really? | 7/30/08 | Erica Falkner | When expectations aren’t met. |
| Is Customer Loyalty a Thing of the Past? | 6/30/08 | Erica Falkner | Why old business tactics don’t work on today’s savvy customers. |
| Coming Undone | 6/30/08 | Erica Falkner | Can a company built on customers’ loyalty survive mainstream success? |
| Soaring to New Heights of Disappointment | 5/30/08 | Emily Ceisel | Why airlines are crashing and burning when it comes to meeting customers’ expectations. |
| The Blind Leading the Sighted | 5/30/08 | Ryan Cleek | A unique restaurant sheds light on how to exceed customers’ cxpectations. |
| A Changing World Demands Fresh Perspectives | 4/29/08 | Erica Falkner | Your best ideas are out there….you just need to know where to look . |
| The Key to A Great Customer Experience Every Time | 3/31/08 | Michael Fleming | Why consistency is key. |
| Angry Customers Take Matters Into Own Hands |
3/31/08 | Erica Falker | How inconsistency breeds customer vigilantes. |
| The Five Keys to Customer Experience | 2/28/08 | Jeannie Walters | What every company needs to know to succeed. |
| When Polite Becomes Annoying | 2/28/08 | Meaghan MacKenzie | How polite efforts can rub customers the wrong way . |
| Pay no Attention to the Irrational Man Behind the Curtain | 12/18/07 | Bill Cusick | Why we’re so irrational. |
| Mind Control | 12/18/07 | Ryan Cleek | How retailers harness the subconscious. |
| Giving Thanks the Right Way | 11/19/07 | Bridget Optholt | Why all thank yous are not created equal. |
| Are Banks Conning Customers? | 10/23/07 | Erica Falkner | Why “quick and easy” shouldn’t always apply. |
| Even Mr. Popular needs to focus on retention | 10/23/07 | Ryan Sniatecki | What do Apple and Comcast have in common? |
| Apple's New Enemy: Indecision! | 10/23/07 | Luis Serpa | Apple’s finest moment leads to big mistakes. |
| Customers: Allies or adversaries... you decide |
9/17/07 | Robert Keenan | Do you know what your customers are saying? |
| Is “Playing the Field” Worth Losing the One You’re With? | 8/16/07 | Luis Serpa | Will they stick around when the honeymoon’s over? |
| Bad, BAD Customer... No Soup for you!!! | 10/06/06 | Luis Serpa | Are you a bad customer? |
| Customer Advocacy - What's the Big Deal? | 09/25/06 | Jack Borland and Sarah Beckley | Doing what's right pays off big! |
| Time is Money – Time and Transparency equal Loyalty | 09/25/06 | Jack Borland and Anne McLain | Today’s customers just don’t tolerate companies that don’t adapt to their way of doing business. |
| California's New Auto Insurance Regulations | 09/27/06 | Luis Serpa | If you can't fight it, ride it! |
| Are You Listening to Your Customers? | 06/07/06 | Jack Borland | Your customers know what they want - Ask them! |
| Customer Retention | 03/19/06 | Luis Serpa | Shift your perspective. |
| Convenience Guarantees Customers, Not Loyalty | 04/24/06 | Anne McLain | Online banking's role in profitability. |
| Budgeting for Retention | 04/24/06 | Jack Borland | A worksheet for retaining customers. |
| Employee and Customer Loyalty | 02/28/06 | Jack Borland | Critical keys to profitability. |
| The Five Keys to Customer Experience | 02/28/06 | Jeannie Walters | Unlock your true profit center. |
| When Developing a Lasting Partnership, are Banks on the Right Course? | 06/09/05 | Jack Borland and Anne McLain | Survey: Banks are off course in developing lasting relationships. |
| Satisfaction, Schmatisfaction | 02/14/05 | Bill Cusick | Why your satisfaction measures lie like a rug. |
| Technology is Evil | 01/12/05 | Bill Cusick | Figuring out a real customer retention strategy. |
| What's In a Lifetime | 08/12/05 | Jensie Grigsby | Understanding the real value of your customers. |
| The Customer Experience: What is it? | 07/28/05 | Jensie Grigsby | The customer experience in a nutshell. |
Contact Vox to discuss how we can help you create a comprehensive Customer Experience that drives bottom-line results dramatically higher.
