In The News

In this debut episode – and remember this is a work in progress – John and I talk mobile apps with a couple folks who have recently built some of their own. Ethnographer Siamack Salari talks about his iPhone app – the inspiration, development issues and reactions and future deals and developments. And Confirmit’s Pat Molloy talks about giving iPhone users the ability to build speed boats around his supertanker.

Your company's corporate culture does not have a thermostat. Changing it to become more customer-focused cannot and should not be an immediate process, and neither can it be a half-hearted one. Creating an atmosphere where greater attention is automatically put on the customer is a long journey, but here are five key steps to put you on the right path.

A British initiative called Treating Customers Fairly focuses on the consumer.

Guests visiting Intrawest's resorts expecting a certain atmosphere and experience, whether they're looking for family relaxation, thrills on the slopes, or a romantic getaway. Gauging how well the company delivers on those expectations requires an extensive voice of the customer program.

Customer retention is critical to retailers, and to maximize retention, they need to create experiences that customers want to repeat, and products that customers want to repurchase. Retailer clients use Confirmit to collect actionable customer feedback at all key touchpoints in the retail process — from point of sale, through service interactions, complaints handling and renewal/repurchase.