I admit it. I am a demanding consumer. But, aren't we all? We want everything better, faster, easier, and more personalized than ever before. We want to feel like we're important to the companies we do business with. But why is it that despite every marketing milestone and breakthrough many web experiences often fail to meet our expectations?

Blame company structure or budget or legacy systems or leadership or the weather. But the more you excuse it, the worse it gets.

I've made a career out of studying, advocating for, and creating customer experiences and sharing them with clients, in columns, speeches, a book, and now this blog.

So, forget the excuses. Here you'll find a consumer perspective on what works, what doesn't, who's getting it right, and who's still in the dark.

Straight-forward. Unfiltered. Customer fanaticism.




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April 14, 2008

Boden Shows Off Reviews

Score 1 for Boden in the show-don't-tell category.

In support of its new product reviews (extra helpful for those of us on this side of the pond), they sent out this email. It's not like I don't  already know that product reviews are helpful, but putting them in an email with the products they were already trying to sell me for "a weekend away" was just so engaging, fun, and, well, Boden.

The subject line, by the way, is, "Pack your suitcase with some highly rated clothes." :)
Boden_review_email

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Comments

Great find. I've heard a ton about this brand lately - for voice, design, now simplicity. Could be the next Kashi-style go-to meeting illustration.


Posted by: Leigh | Apr 16, 2008 11:41:16 AM

I have had the WORST customer service from Boden. They have cute clothes, but they are often out of stock, take a very long time to ship, and then do not offer sale prices on the items shipped late if the item is on sale to all other customers. I have purchased lots from them....but no more.

Posted by: Chandra Muller | May 31, 2008 2:59:42 PM

I have had the WORST customer service from Boden. They have cute clothes, but they are often out of stock, take a very long time to ship, and then do not offer sale prices on the items shipped late if the item is on sale to all other customers. I have purchased lots from them....but no more.

Posted by: Chandra Muller | May 31, 2008 3:00:12 PM

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