Tuesday, 5 January 2010

Five Disruptive Customer Experience Strategies

Interesting blog post from Bruce Temkin at Forrester. 5 ways to differentiate your brand through customer experience:

  1. Ultrasimplicity: stripping away features to better meet the needs of customers. [examples: ING Direct and JetBlue]
  2. Online infusion: integrating online features into core offerings. [examples: Netflix and Disney Mobile]
  3. Service infusion: integrating service features into core offerings. [examples: iPod/iTunes and Panasonic Plasma Concierge program]
  4. Service amplification: investing in distinctly high levels of service. [examples: Mandarin Oriental hotels and The Container Store]
  5. Value repositioning: offering a radically different value proposition. [examples: Starbucks and Umpqua Bank]

See full article and comments for more info and examples: http://experiencematters.wordpress.com/2007/07/12/five-disruptive-customer-experience-strategies/

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