Customer Experience

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How Does The Zipcar Acquisition Improve Avis’ Brand?

Zipcar is the best of both worlds for young professionals living in Boston – the convenience of a car without the sky-high parking costs and a workaround to the ridiculous ‘must be 25 years old to rent a car’ rule, which shuts out a huge population in this area for traditional car rentals companies.

Cue today’s acquisition of Zipcar by Avis Budget Group.

For Zipcar lovers, this likely means more cars, in more locations. And for the company, a somewhat obvious exit since its share price has dipped more than 50% since the company’s 2011 $1 billion IPO.

But the acquisition is a smart move for More >

Amazon Full

Amazon’s Data: The $12 Firelog Mistake

The other day, Amazon – that arbiter of online customer experience – made a mistake. It shipped the wrong product. Twice. And didn’t know how to fix it.

You might say it’s no big deal – and in some ways, it isn’t. But for any company that sees gold in moving more low- touch sales directly to the web, it’s an important glimpse at what could be lurking.

The story began small, with a single order of synthetic fireplace logs. The price seemed right, $12 or so for the package. But when the logs arrived, instead of the standard six in a pack, there were just two. That’s kind of pricey, even for New More >

Coca-Cola

5 Things Coke Knows That You Should Know, Too.

Congrats to Coke. High-cal drinks and obesity aside, the world’s #1 marketer by spend is putting money behind the right idea: ditching its ‘old’ web site to push the boundaries on what a ‘customer-focused’ site could – and should – really mean.

It isn’t perfect – not by a long-shot. For starters, the new site, Coca-Cola Journey, isn’t easy to find. There could be a lot more video. And interactivity.

But it’s poised to do a lot of things right. And B2B companies need to pay attention: because millions of folks ponying up $1.79 for a Coke at the nearest 7-11 are B2B buyers, too.

  1. It’s not More >
NFL

Apple & the NFL: Customer Relations, the Right & Wrong Way

I’m first to admit that I know little-to-nothing about football other than to root for the Patriots as a Mass native, but who could ignore their call-confusion gaffe last week?

With disgruntled fans, owners, and players, the NFL still chose to ignore that the refs messed up. They were really saying, “We understand the game better than you, so can it.” Not something you say to die-hards.

Compare that to the other customer relations headline of last week: the disappointment of Apple Maps. Who knows if Tim Cook or his technology PR team wrote it, but Apple’s response to customer – and analyst – More >

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