Delivering positive experiences to customers is a vital part of Return on Experience × Engagement (ROE2). And experience is at the core of Angie's List, the pioneering word-of-mouth network of more than three million households, where consumers share experiences to help find the best service companies and health care providers in their area. The company's tagline, Reviews you can trust, captures the concept at the heart of Angie's List: unbiased consumer accounts of members' experiences with service providers from painters to pediatricians. During the past few years, the company has expanded into ecommerce and created a private marketplace for members and top-rated service providers.
I interviewed Patrick Brady, President of Marketplace and Ecommerce at Angie's List, about how his company delivers a great experience to its millions of members. Here are some of the key points we discussed.
How is Angie's List different from other organizations in terms of delivering a great consumer experience?
First and foremost, Angie's List is different because we balance people, process, and technology. ...