February 5, 2010
2 Comments

Investing in the customer experience turns customers into advocates

“Businesses that have increased their investment in the customer experience over the past three years report higher customer referral rates and greater customer satisfaction.  Customers turn into advocates.  Customer experience is the sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” – Nick Finck

Read more from Nick’s InfoCamp Seattle 2009 talk “Holistic Customer Experiences.”

Related posts:
  1. Content is an opportunity to make customer relationships flourish
  2. It’s not “user” experience, it’s “people” or “customer” experience.
  3. Don’t lose sight of the founding elements of customer experience
  4. Deeply understanding customers allows companies to develop products that revolutionize the way we live our lives
  5. Collaborating to provide insights can lead to positive customer experiences
Tags: , , Category: Nick Finck
  • Share/Bookmark
  • Hi Ron, thanks for the comment. I honestly never thought about hanging quotes or knew that that was the proper way to present quotes like these. I'm kind of torn on changing my approach, though, because I've been doing it this way for almost 300 quotes now, that changing it might make the older quotes look worse (in fact, if you look at the earlier quotes, I had even more obvious design problems with how they were presented). Thanks, though, because I'll definitely consider it when tweaking the site's design overall.
  • I love your quotes and have been following your RSS feed for a while. Thing is when you're talking about details you should be paying attention to the details. With quotes like you have why are you not hanging your initial quote mark?

    http://desktoppub.about.com/od/typelayout/ss/hangingquotes.htm
blog comments powered by Disqus
Subscribe
Subscribe by RSS

Subscribe to only certain types of posts