Blogs about: Disruptive Customer Experience Strategies
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USAA's Mobile App Showcases Innovation
For years, there’s been a lot of hype about mobile banking. It turns out, however, that most people are not ready to abandon their branch visits, phone calls, or Web browsing for a mobile window… more →
Customer Experience Matters
USAA's Mobile App Showcases Innovation
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Bruce Temkin wrote 3 months ago: For years, there’s been a lot of hype about mobile banking. It turns out, however, that most p … more →
PNC Bank Breaks Through Gen Y Blindspot
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Bruce Temkin wrote 1 year ago: Last year I proclaimed that Banks Have A Gen Y Blind Spot. Well, that’s no longer true for all … more →
Recession Strategies From IDEO And Potatoes
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Bruce Temkin wrote 1 year ago: I ran across an interesting article on the IDEO Website called Reframing Recession: Lessons from the … more →
HTC On Innovation, Simplicity, And Branding
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Bruce Temkin wrote 1 year ago: I ran across a very interesting Q&A with John Wang, CMO of HTC, the Taiwanese company that deliv … more →
T-Mobile's "Family Allowances" Showcases Online Infusion
Bruce Temkin wrote 1 year ago: T-Mobile recently introduced a new feature called “Family Allowances” that provides onli … more →
Zara Bypasses The Gap; It's All About Customers
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Bruce Temkin wrote 1 year ago: The Spanish retail chain Zara has overtaken The Gap as the world’s largest clothing retailer. … more →
Customer Experience Innovation: As Simple As 1-2-3
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Bruce Temkin wrote 1 year ago: I just published a research report called “Customer Experience Innovation In Three Steps … more →
WaMu Heads For Simplicity: Follow!
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Bruce Temkin wrote 2 years ago: In the American Banker last week, there was an article called Web Simplicity Initiative Bearing Frui … more →
NetFlix Ends Email Support; Tries Another Disruptive Strategy
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Bruce Temkin wrote 2 years ago: NetFlix decided to stop its email customer service and, instead, beef-up its phone support. Accordin … more →
Webkinz: An example of a disruptive customer experience strategy
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Bruce Temkin wrote 2 years ago: I’m a big believer in good research practices — forming hypotheses and then developing p … more →
