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

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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, ...

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