The BusinessMakers Overtime - Week of March 24, 2010: Amaze & Engage Through Customer Experience

Episode 035 originally broadcast on March 24, 2010

Katie Laird and Esther Steinfeld are hotter than an Emmy and cooler than a recall as they dissect the funkier side of the week’s business news. In the news: NCAA Basketball, a fake Steve Jobs blog and who watches golf anyway?! Then, Esther interviews Ken Price, director of passenger revenue for Boeing.

Inside Free Enterprise Land: Sports & Fakes

Katie Laird and Esther Steinfeld are hotter than an Emmy and cooler than a recall as they dissect the funkier side of the week’s business news. In the news: the NCAA Basketball Tournament—just how did the NCAA determine that the University of North Carolina Tar Heels is the nation’s most profitable college team? The fake Steve Jobs blog has a TV deal in the works—WHAT?!! Tiger had an affair, okay he had SEVERAL affairs; how much did it really cost him and who watches golf anyway? (“They are insane and incredibly rambunctious.”)

The Power of Passenger Preferences

Ken Price was one of those kids who stopped to watch planes pass overhead. Today, he uses his 25 years of engineering, design and flight expertise in his position as director of passenger revenue for Boeing. Esther interviews the guy who is responsible for our “customer experience” when we fly. In this segment, he talks about passenger preferences and the amazing, new features added to Boeing’s most recent airplane design, the 787 Dream Liner. (“We looked at all of the things that your body doesn’t like about flying...”)

Amaze & Engage Your Customers

Katie and Esther discuss The Experience Economy and the wisdom of businesses that make an extra effort to be aware of their customers’ experience. It’s like Starbucks, where the baristas remember which coffee drink you prefer. It’s about whether you’re left on hold or are feeling well cared for. For many businesses, it’s critical; for an online company, customer experience is everything. (“It’s an experience to go there and you feel connected to their brand.”)