Customer Experience Management Strategy

By OpEx Learning Team, Last Updated October 30, 2007

The Basics Perfect or Engendering Loyalty? or Both?

Bijan shared this great, real-world experience of how getting the basics perfect is, in fact, a loyalty driver: his experience? -- with Amazon.com

By OpEx Learning Team, Last Updated September 2, 2007

Later this week I'll be traveling to Berlin, Germany and then to Dublin, Ireland. I used to travel a lot, so that's not the exciting part -- in

By OpEx Learning Team, Last Updated June 5, 2007

Complexity Creep will Ruin Your Business. Yes, bold statement. Read on. What if your company only had one product? One feature in a product? What

By OpEx Learning Team, Last Updated March 24, 2007

I'd venture to say that most products and services are bloated with features that customers most likely don't care for; I've been part of product

By OpEx Learning Team, Last Updated February 21, 2007

User Interfaces and -- any product Interface -- is very difficult to build. How do you design eating utensils for people with arthritic hands?

By OpEx Learning Team, Last Updated February 7, 2007

This article is about the Amazon Product Development Process: Start with the Customer, and Work Backwards. Amazon is a company that is absolutely

By OpEx Learning Team, Last Updated January 22, 2007

My internet connection broke this weekend. I called Qwest customer service and was connected to a customer service representative in the

By OpEx Learning Team, Last Updated January 15, 2007

I bought a Targus TR601 15 Elite Notebook Backpack about 1 year ago. Right before Christmas, the zipper on it broke. I called Targus customer service

By OpEx Learning Team, Last Updated December 29, 2006

I ordered some take-out the other day from a local, but popular, Mexican Restaurant called Los Hermanos Mexican Restaurant. Their food is decent, but