August, 2008

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Customer Experience Metaphors Offer a Wealth of Insights

ClearAction

Customer Experience Metaphors Offer a Wealth of Insights Lynn Hunsaker. Like radical, man, but everyone tends to talk in metaphors. A picture tells a thousand words, they say. And we all use 5-6 metaphors a minute, according to author Gerald Zeitman in his book How Customers Think. So how much do you know about your customers’ metaphors? The ones they use to describe your brand.

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When Customers Complain, Make Lemonade

ClearAction

When Customers Complain, Make Lemonade Lynn Hunsaker. Negative customer feedback is a lot like biting into a lemon — the bitterness is hard to love — unless you give the lemon a good squeeze and some sugar, and transform it into refreshing and healthy lemonade. You’re only as strong as your weakest link, so those lemons — customer complaints and low survey ratings — are indeed essential ingredients to improving customer experiences.