Customer Experience News #63 Customer Culture, Co-Creation, Instagram and a Viral


8 Elements of Customer Culture (3-4min)
Is your business culture customer-centric? In this Forbes article, customer experience thought leader Micah Solomon lists the 8 characteristics of a great customer culture shared by leading CX companies such as Nordstrom, Zappos, Southwest Airlines and The Ritz-Carlton Hotel Company.

Cashing in on Co-Creation (2-3min)
Outdoor apparel brand KUIU has figured out how to utilise customer feedback to co-create the products their customers really want. With up to 7,500 customers per product contributing feedback and eligible for a pre-order discount it’s also been a massive boost for the business’s bottom line.

More Than Pretty Pictures (2-3min)
Healthy snack brand Vega is using Instagram as its primary channel for customer service and personalised outreach. Whilst the brand also uses Facebook and Twitter to respond to customer queries, over 65% of conversations with customers now occur on Instagram.

In the News (2-3min)
A Facebook rant about excess packaging has left one supermarket giant trying to spin its way out of trouble after the post attracted likes and comments from more than 65,000 people.

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