Comments on: The 5 pillars of customer experience http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/ A blog about our thoughts on entrepreneurship, teamwork, our services, the Web and anything we find interesting. Sat, 21 Nov 2009 07:27:46 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Staying motivated as new entrepreneur | romanz.org http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-67004 Staying motivated as new entrepreneur | romanz.org Tue, 30 Jun 2009 20:56:08 +0000 http://www.freshbooks.com/?p=1390#comment-67004 [...] creation – The 5 pillars of customer experience  by Freshbooks. Great short and yet comprehensive and clear post on how products need to be created in a new era [...] [...] creation – The 5 pillars of customer experience  by Freshbooks. Great short and yet comprehensive and clear post on how products need to be created in a new era [...]

]]> By: Del.icio.us op 20 februari 2009 | Michel Vuijlsteke's weblog http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-65728 Del.icio.us op 20 februari 2009 | Michel Vuijlsteke's weblog Fri, 20 Feb 2009 21:02:38 +0000 http://www.freshbooks.com/?p=1390#comment-65728 [...] - The 5 pillars of customer experience If you are in the experience business (and I’d argue everyone is), you need to design great [...] [...] – The 5 pillars of customer experience If you are in the experience business (and I’d argue everyone is), you need to design great [...]

]]> By: Customer Experience Measurement Company http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-65336 Customer Experience Measurement Company Wed, 14 Jan 2009 16:15:35 +0000 http://www.freshbooks.com/?p=1390#comment-65336 Your article is right on target! I can especially relate to "Support Experience" and "Catastrophe Experience." Customers have a myriad of choices when it comes to selecting who to do business with. If you are not employing these two principles, at the very least, you won't have a need for the rest and you will more than likely lose that customer (not to mention potential referrals.) Customers who feel valued will understand things happen, provided you are honest about the problem and FOLLOW THROUGH. Your article is right on target! I can especially relate to “Support Experience” and “Catastrophe Experience.” Customers have a myriad of choices when it comes to selecting who to do business with. If you are not employing these two principles, at the very least, you won’t have a need for the rest and you will more than likely lose that customer (not to mention potential referrals.) Customers who feel valued will understand things happen, provided you are honest about the problem and FOLLOW THROUGH.

]]> By: Chris Peters http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-61498 Chris Peters Wed, 23 Jul 2008 20:32:50 +0000 http://www.freshbooks.com/?p=1390#comment-61498 Thanks for this great write-up. I'm glad that you highlighted product experience as the first element because you can't do the other elements without that. Thanks for this great write-up. I’m glad that you highlighted product experience as the first element because you can’t do the other elements without that.

]]> By: Diana Potter http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-61463 Diana Potter Tue, 15 Jul 2008 21:54:40 +0000 http://www.freshbooks.com/?p=1390#comment-61463 I love your comments on support. I think that's something so critical to how your business is perceived and the support I've received from you guys rocks. Humorously enough my day job is support/community type stuff and we feel the same way. I've even helped our customers with your tools when they had a random question while asking about our tools :). Going one step above and beyond can make a customer for life. I love your comments on support. I think that’s something so critical to how your business is perceived and the support I’ve received from you guys rocks. Humorously enough my day job is support/community type stuff and we feel the same way. I’ve even helped our customers with your tools when they had a random question while asking about our tools :) . Going one step above and beyond can make a customer for life.

]]> By: FreshBooks: 5 pillars of the billing experience | SensoryMetrics: re-inventing the User eXperience http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-61459 FreshBooks: 5 pillars of the billing experience | SensoryMetrics: re-inventing the User eXperience Mon, 14 Jul 2008 21:28:36 +0000 http://www.freshbooks.com/?p=1390#comment-61459 [...] that has attributed its success on a compelling user experience. Last week, CEO Mike McDerment blogged about his company’s 5 pillars of customer [...] [...] that has attributed its success on a compelling user experience. Last week, CEO Mike McDerment blogged about his company’s 5 pillars of customer [...]

]]> By: Mark MacLeod http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-61458 Mark MacLeod Mon, 14 Jul 2008 13:04:14 +0000 http://www.freshbooks.com/?p=1390#comment-61458 Great post. People buy from startups for two reasons: access to great, new technology and a level of service (or experience) that bigger companies cannot or will not provide. Great post. People buy from startups for two reasons: access to great, new technology and a level of service (or experience) that bigger companies cannot or will not provide.

]]> By: StartupNorth » Blog Archive » Weekend Reading - July 12, 2008 http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-61457 StartupNorth » Blog Archive » Weekend Reading - July 12, 2008 Mon, 14 Jul 2008 02:55:09 +0000 http://www.freshbooks.com/?p=1390#comment-61457 [...] Another gem from FreshBooks CEO Mike McDerment - The 5 Pillars of Customer Experience. [...] [...] Another gem from FreshBooks CEO Mike McDerment – The 5 Pillars of Customer Experience. [...]

]]> By: Roman http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-61452 Roman Thu, 10 Jul 2008 16:16:10 +0000 http://www.freshbooks.com/?p=1390#comment-61452 Great post on how to create products that would concentrate on user experience. Thanks a lot for sharing you strategy, very helpful for new and not so new entrepreneurs who design new products. Great post on how to create products that would concentrate on user experience. Thanks a lot for sharing you strategy, very helpful for new and not so new entrepreneurs who design new products.

]]> By: Junger Oufant http://www.freshbooks.com/blog/2008/07/08/the-5-pillars-of-customer-experience/comment-page-1/#comment-61449 Junger Oufant Wed, 09 Jul 2008 17:03:24 +0000 http://www.freshbooks.com/?p=1390#comment-61449 I feel that 'Support Experience' and 'Catastrophe Experience' intersect in so many aspects that they should be lumped together. Also, if you don't execute on the the other 4 pillars, 'Community Experience' will still be present, although in a negative way. Ex. www.ihatedell.net/. I feel that ‘Support Experience’ and ‘Catastrophe Experience’ intersect in so many aspects that they should be lumped together.

Also, if you don’t execute on the the other 4 pillars, ‘Community Experience’ will still be present, although in a negative way. Ex. http://www.ihatedell.net/.

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