Posts By Frank Capek

The Customer Experience Manifesto – Whitepaper

Mar 22, 2012 2:17pm

Seven questions senior executives should ask about how to create experiences that drive business results. This whitepaper addresses the most commonly pressing questions executive leaders have about the role of customer experience in the business. Why should customer experience be …

Empathic Delivery and the Empowered Front Line

Mar 15, 2012 6:24pm

Your front line employees ARE your brand.  The people who interact with your customers – on the phone, in the store, in the field, or online – have a powerful influence on the success of the business; whether or not …

Empathy in Action: Sustaining Success with Customers

Jan 09, 2012 11:54am

“The purpose of business is to create and keep a customer.” “The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself. ” Peter Drucker Its not difficult to …

Moving From Service to Signature Experience

Jan 03, 2012 12:04pm

Service has always been and probably will always be critically important. Every viable company must provide for an acceptable and effective level of service in order to retain customers, avoid the cost associated with repeated service interactions, and lost revenue associated with negative word of mouth.

Getting the Employee Experience Right: Creating Employee Experiences that Drive Business Growth

May 19, 2011 5:21pm

As many businesses are beginning to look towards economic recovery, we’ve seen a growing recognition of the importance of the employee experience. I suspect this may be a recognition of the vast amount of stress in the workforce. For many …

Behavioral Portraits and the Design of Influential Experiences

May 13, 2010 5:24pm

“Remember… you’re unique… just like everybody else.” Although, it may be a little funny to say it that way, thank heavens for diversity! For as much as we all have in common, our lives are more interesting because we’re not …

Customer Experience: Beyond Better Sameness

Oct 31, 2009 12:25pm

  So… we’re ten years into the Experience Economy and, over that time, there’s been an explosion of attention and investment in creating and improving customer experiences. Even in this midst of very challenging economic environment, it’s hard to find …

Getting Beneath the Voice of the Customer

Aug 11, 2009 11:04am

Doesn’t it make sense that: If you want to know what customers want, just ask them. If you want to see if they’re satisfied with the experience, just ask them. If you want to know if they’re come back or …

Channel 2.0: “Collaborative Ecosystem Management”

Aug 10, 2009 4:29pm

We are in the midst of a dramatic shift in the way business is done. In most industries, a much more open and collaborative network model is replacing the traditional closed and controlled firm-centric view of the world. This shift …

Channel 1.0: Foundational Capabilities for Optimizing B-to-B-to-C Performance

Aug 09, 2009 3:53pm

As I mentioned in my previous post (Optimizing B-to-B-to-C Performance: From Channel 1.0 to Channel 2.0), the foundational, Channel 1.0, capabilities required to optimize B-to-B-to-C performance include carefully selecting, cultivating, collaborating with, and deliberately managing the lifecycle and performance of channel …