Two Lessons From Amazon's Prime Day Fail

Posted by John DeSarbo on Mon, Jul 23, 2018

Looking to save $44 on a Zojirushi five-cup rice cooker? How about paying $19 less for a Star Wars R2-D2 toy? Those were just a couple of the deals available for Amazon Prime Day, the retail goliath’s 36-hour annual sales bonanza, which took place last week. However, some shoppers missed out, when Amazon’s site crashed during the first hour of the sale, and at times throughout the evening, causing the retailer to potentially lose $72.4 million.


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What Apple's iPhone X and 8 Can Teach Tech Companies About Capturing Customer Segments

Posted by Alec Goldfield on Wed, Sep 27, 2017

With Apple’s recent, dramatic product launches—the iPhone 8 and X—the tech giant continues to fill the market with phones of different price points and features. This latest release builds on Apple’s history of appealing to multiple customer segments and offers lessons for other tech companies in doing the same.


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Why Customer Experience Matters to Your Bottom Line (Part Two)

Posted by Leon Wei on Fri, Apr 29, 2016

Customer expectations continue to rise, and the power that a single customer’s experience can have on others makes it more important than ever to understand the value of improving customer experience. In a previous post, we talked about how frustrating a poor customer experience can be and how we can measure the value of a good or bad customer experience. In this post, we’ll dive a bit deeper into how and why it’s worth your while to develop actionable Net Promoter Score (NPS) insights.


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Why Customer Experience Matters to Your Bottom Line

Posted by Leon Wei on Fri, Apr 15, 2016

Do you remember the last time that you had such a frustrating customer experience that you wanted to immediately sign into Yelp and leave a scathing negative review? I do. It happened last week.


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Become a CX Conductor: Breaking Down IT Vendor and Partner Silos

Posted by Brandon Mills on Thu, Mar 03, 2016

Truth or myth: High-tech vendors have little power to influence the customer experience when selling through channel partners?

For high-tech marketing and sales professionals who think that this is a truth, shame on them. High-tech vendors can, and absolutely should, influence their end customers’ experiences when they purchase products or services from a channel partner. I’m not saying that it’s easy, since the partner often “owns” the customer relationship, and in many cases, vendors have limited engagement with the buyers and users of their products or services. However, in today’s hyper-competitive IT market, vendors must protect their brands and deliver on their value propositions regardless of their channel strategy.  


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