Nickname: JessicaG

Review: And here is a great search engine searches among only those companies that Pine and Gilmore have identified as "experiences:" http://www.getexperiences.com/

Date reviewed: Mar 10, 2007 11:22 PM

Nickname: Shirley M.

Review: Indeed, this was a great article. It is not surprising that customer service is the focus of the industry out there. How else are we to be successful? Without the loyal customer where would we be? We, as a service industry, have to ensure that that customer is getting exactly what is expected from us. 24/7 optimum service.

Date reviewed: Sep 9, 2006 4:12 PM

Nickname: JesseCiccone

Review: Great job highlighting superior experiences as the only way to ensure customer loyalty, but the "Technology and People" section stopped a little short of the mark. Internally facing CRM systems are useful in arming sales reps with relevant customer info, but don't forget to include the online channel in the overall experience. With more consumers buying online, smart businesses will look for technologies that replicate great in-store experiences on their Web sites. Even when eCommerce isn't a huge chunk of revenue, people are increasingly using the Web for research and then buying in-store. The '[Fill in Your Favorite Store]' Experience? needs to be consistent cross-channel and in every interaction a company has with its customers. CRM is not enough businesses need specific externally facing applications that optimize the experience in the online channel. (Full disclosure: the company I represent, ATG, provides this type of software to some of the largest retailers in the world.)

Date reviewed: Aug 8, 2006 2:07 PM

Nickname: Len

Review: Absolutely on target! In the day-to-day reality of the retail industry, customer service is being dramatically enhanced with 24/7 availability of transactions via highly secure computer-integrated telephony.

Date reviewed: Jul 31, 2006 3:07 PM

Nickname: TLR

Review: Great article! Most national companies and most smaller ones could learn a money-making lesson from this. In the business (TV news) I work in the customer often needs us most when they call us with a question about a story. The customer's first personal experience with us often starts with that phone call. Our personal, customer service begins the minute we pick up the phone. Answering the phone professionally and following through with good service is a great way to build a loyal customer. Finding companies that answer the phone in this way is increasingly difficult.

Date reviewed: Jul 27, 2006 5:36 PM

Nickname: Pauline

Review: Absolutely! A terrific article! Customer service has to be the No. 1 priority in our business. We are a gift company, which there are thousands, but our difference is details and service. We get it, and because we do, our business is thriving. We have a very high repeat client base, and donate 10% of all revenue to charities, most of them recommended by our customers. I hope many more companies will take this article to heart and really offer customer service so we can change the image of retail service to the way it was 50 years ago. Do you remember when someone actually listened to what you asked for and then went out of their way to help you get it? There really was a time when it was customary. Do you remember when you could talk to a person? A real person, not a simulated one? We do.

Date reviewed: Jul 27, 2006 1:01 AM

Nickname: BJP

Review: Many great organizations are mentioned in this article. I find it interesting that the author makes no mention of the Disney Theme Parks and Resorts approach to customer service and brand differentiation.

Date reviewed: Jul 26, 2006 12:53 PM

Nickname: Cesar

Review: Very intresting and useful information. We are in the service/travel industry, namely the sportfishing industry in Mexico utilizing luxury yachts. I will read this many times over as inspiration and hopefully the people who work with us will also.

Date reviewed: Jul 25, 2006 3:00 AM

Nickname: Cindy Lehn

Review: Great article! I've been in the service industry for years and couldn't agree more! But what has happened to customer service? I am almost taken by surprise when I have a good experience and made to feel important by the place I am doing business with. I would love to be a critic and give reviews as a job. Thanks!

Date reviewed: Jul 24, 2006 3:03 PM