Sharpie's Customer Experience Innovation Case File

by Jeannie Walters

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We’re happy to release our first Customer Experience Investigation™ Case File, where we examine the experience of a brand and how they either deliver (or not) a superior customer experience. After all, you can’t focus on the future of customer experience innovation without examining what’s worked in the past! This time, we took our magnifying glass to Sharpie, those amazing markers that create everything from author autographs to art to fashion and everything in between. After collecting some evidence and holding a few stake outs, we found we we wanted. What we loved was how Sharpie keeps it relatively low tech and yet receives and gives a lot of love to their customers and fans.

Take a look and see why Sharpie is officially approved by the 360Connext CXI®  team!

customer experience innovation: Sharpie

Anyone can take away a few lessons in customer experience innovation and connection:

  • Innovation doesn’t always mean high tech. The clever Instagram photo on Oscar night shows a simple yet effective way to showcase their brand and connect with their customers.
  • Showcasing customers is always a winning proposition. Customers are the stars by how they use the product.
  • Considering the experience across all screens is vital to evolving with your customers where they are.

Congratulations to Sharpie and, more importantly, to their customers. Well done!

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Jeannie Walters

Jeannie Walters is the CEO/Founder of Experience Investigators, a global Customer Experience consulting firm. She has 20 years of experience helping companies improve loyalty and retention, employee engagement, and overall customer experience. Jeannie is a Certified Customer Experience Professional (CCXP,) a charter member of the Customer Experience Professionals Association (CXPA,) a Professional Member of the National Speakers Association, LinkedIn Learning instructor, TEDx speaker, and President-Elect of the National Speakers Association Illinois chapter. Learn more here.

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