Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand

Index

A

Accessing services:

choices for

generational preferences in

Acculturation

Adcox, Sandy

Advertising

on Facebook

to GLBT consumers

to people not like you

people of color in

Advice, women’s need for

Advocacy, in purchase funnel

African Americans, see Blacks and African Americans

Ambassadors, social media reps as

AMC Theatres

Amtrak

Anheuser-Busch InBev

Anticipation, as desired employee quality

Asians and Asian Americans

defining

media options with

size of Asian populations

subsegments of

translation services with

U.S. Asian populations

Asking for customer feedback

Assimilation, acculturation vs.

Assumptions:

about blacks and African Americans

about using everyday items

AT&T

Autism Society

Automation, for Gen Y customers

Automotive industry. See also individual companies

Awareness, in purchase funnel

B

Baby and child industry

Baby boomers

Banking:

generational preferences for

mobile check cashing services

Barriers:

being not like someone as

dress as

of language

overcoming

Beer industry, seasonal promotions in

Bentley, Steve

Berg, Natalie

Bicultural persons

Bilingual employees:

advantage of having

cultures understood by

for Hispanics/Latinos

for presenting full information on products

range of qualifications for

Biracial individuals

Blacks and African Americans

central cultural features for

customer experience for

and diversity in skin tone

involvement with communities of

making assumptions about

Black Barbershop Health Outreach Program

Blaine, ...