Comments for Raelin Musuraca | Customer Experience Design

Comment on Twitter’s False Personal Touch, Email Campaign Gone Bad by Richard Gans KISS’ed Me

Richard Gans KISS’ed Me — Mon, 16 Jan 2012 17:24:54 +0000

[...] BTW, here’s an example of when you try to fake it, now false and detrimental it can be >>> Tags: example customer experience tactic, [...]

Comment on Branding: The Physical Form of Customer Experience by Richard Gans KISS’ed Me

Richard Gans KISS’ed Me — Mon, 16 Jan 2012 17:23:13 +0000

[...] sending the right messages to your customers? Do your employee’s email signatures carry a brand message and helpful hyperlinks? Do you reward your employees with a thank you and a simple gift (coffee [...]

Comment on We are the 90% by Richard Gans KISS’ed Me

Richard Gans KISS’ed Me — Mon, 16 Jan 2012 17:15:17 +0000

[...] example, are your phone system recordings sending the right messages to your customers? Do your employee’s email signatures carry a brand message and helpful hyperlinks? Do you [...]

Comment on The Devil is in the Details: How a password reset lost a customer. by We are the 90%

We are the 90% — Wed, 21 Dec 2011 18:50:11 +0000

[...] experience isn’t about expensive, extensive programs—it’s about the little things. Simple things. It’s about making a phone greeting welcoming and positive and not combative. It’s about [...]

Comment on The Devil is in the Details: How a password reset lost a customer. by Raelin Musuraca | Polishing Diamonds

Raelin Musuraca | Polishing Diamonds — Wed, 21 Dec 2011 16:07:16 +0000

Comment on Linked In: Marketing Yourself … Marketing Your Company by Raelin

Raelin — Wed, 16 Nov 2011 18:04:11 +0000

Lannie:

Thank you for the feedback! I love to do it but so hard to find the time… perhaps because I do strive to do something in depth and detailed.

Do you want to connect on LinkedIn and Twitter too? Links for my profiles on my contact page.

Thank you so much – a need boost on a busy day!

Raelin

Comment on Linked In: Marketing Yourself … Marketing Your Company by Lannie

Lannie — Wed, 16 Nov 2011 17:28:30 +0000

Admiring the dedication you put into your blog and detailed information you provide. It’s good to come across a blog every once in a while that isn’t the same unwanted rehashed information. Fantastic read! I’ve bookmarked your site and I’m adding your RSS feeds to my Google account.

Comment on Allpointe Mortgage Broker Case Study by Mortgage & Title Industry Articles « Raelin M | Customer Experience Strategist

Wed, 03 Aug 2011 15:35:17 +0000

[...] Allpointe Mortgage Case Study >>> [...]

Comment on Services by Helping Companies Mine Their Points of Brillance « Raelin M | Customer Experience Strategist

Tue, 02 Aug 2011 02:09:48 +0000

[...] Services [...]

Comment on We can skip talking to the customers… by Raelin

Raelin — Fri, 08 Apr 2011 12:59:50 +0000

A friend passed along this anecdote, I felt it was very helpful and wanted to share…

One story I remember hearing at training I attended was about a drug company looking into psoriasis. Dr’s repeatedly told them people w/ the skin issue were making a “big deal about nothing” so why are they continuing to offer new medicines etc. The drug company was working with the company that trained us on the journey experience and had the drug company people do two things.

First was interview sufferers. They learned a lot about the emotion toll psoriasis can take, even speaking to one person who had actually contemplated suicide because they were so embarrassed by their appearance and how they felt. (So much for making a big deal about nothing.)

Second, they made the drug company reps wear “fake” psoriasis on their bare arms with a tank top and go out into public to really feel the shame and how people would look at them. That pretty much changed their thought process on whether or not to pursue with a certain medication and how they then educated the medical professionals.