For The Economist's 2010 Ideas Economy conference on Human Potential, I spoke about the need for businesses to embrace trust if they're going to deliver great customer experiences.
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The importance of trust in customer experience
1. The Economist, Ideas Economy: Human Potential September 2010 1
Peter Merholz
President, Adaptive Path
e: peterme@adaptivepath.com
t: @peterme
The Economist, Ideas Economy: Human Potential
September 2010
13. The Economist, Ideas Economy: Human Potential September 2010
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27. Southwest
35. JetBlue
55. Continental
79. Delta
85. United
113. Northwest
121. US Airways
Forrester’s 2010 Customer Experience Index
14. The Economist, Ideas Economy: Human Potential September 2010
“Colleen [Barrett] is primarily responsible for the humanistic culture
that we have at Southwest today...One of the really significant
things she did was give our people on the front line a lot of
flexibility. Basically, she ascertained that we could not anticipate
every situation that would evolve in a given station at a passenger
terminal. Therefore, she told our employees--and meant it--that
as long as you are leaning toward the customer, you are OK... They
did not need to ask permission from anybody to do so.”
Herb Kelleher, founder of Southwest Airlines
15. The Economist, Ideas Economy: Human Potential September 2010
Rule #1: Use best judgment in all situations.
There will be no additional rules.
from Nordstrom’s Employee Handbook
16. The Economist, Ideas Economy: Human Potential September 2010
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Slide from CEO Reed Hasting’s “Culture” presentation
17. The Economist, Ideas Economy: Human Potential September 2010
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ForeSee Results Top 100 Retail Satisfaction Index 2010
18. The Economist, Ideas Economy: Human Potential September 2010
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