CRM on Twitter: December 2009

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For the rest of the December 2009 issue of CRM magazine please click here.

Customer experience is a tough nut to crack—see our cover story this month, “No Substitute for Experience,” page 22; The Tipping Point, page 12, by Forrester Research’s Bruce Temkin (@btemkin); and Required Reading, page 21, for more on the topic—but hearing how people talk about it on Twitter is one way to discover the word on the street.

CRM magazine can be found at www.twitter.com/CRM; blogs and live-twittering appear at www.twitter.com/destinationCRM. Reach us directly by starting your tweet with @CRM.

In ‘80s quality was differentiator; ‘90s brand was...for the 2000s customer experience is -Ian McAllister Frmr Chairman-Ford.

Turned an unsatisfactory customer experience into a lesson on importance of content strategy: http://sn.im/custexp1-dec09.

on subject of companies with crap customer experience #Viking failed to get “same day” order out of warehouse on 2 consec days after 7 calls.

@btemkin [vice president, principal analyst, Forrester Research]: 
RightNow Technologies wants to “Rid the world of bad experiences.” Seems like a good idea. I blogged about it: http://sn.im/custexp4-dec09.

@meannie [dir., customer experience, PGi.com]: 
Inside Ritz-Carlton’s Customer-Centric Culture « Customer Experience Matters http://sn.im/custexp2-dec09 [by @btemkin].

A look at the role of sound in the customer experience: what does it take for Disney to work their magic? http://sn.im/custexp3-dec09.

StarHub should spend more on improving customer experience than advertising and inventing buzzwords.

@Walgreens Had a horrible customer experience at the Salisbury MD loc. Mgr there is incompetent.

@GaryMcNeil [vice president, marketing, Parature]: 
Had an unbelievable customer experience at the Hyatt Harborside this weekend in Boston. Joe Z at the Hyatt should get a promotion!

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