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Customer Experience

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The 5 Deadly Sins Against Customer-Centric Innovation

The 5 Deadly Sins Against Customer-Centric Innovation
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Live Chat and the Happy Customer

Live Chat and the Happy Customer

Customer Experience

Whether we admit it or not, as business people, we all want to see our customers happy and satisfied. This is because of the fact that a happy customer will... read more

If You Were In Your Customer’s Shoes, What Would You Do?

If You Were In Your Customer’s Shoes, What Would You Do?

Customer Experience

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Some time ago, I was doing a deal review with a great sales team. They were preparing for an important call on the key decision makers of a customer. They... read more

Telemarketing Tips – Good Intentions Must Be Made Clear

Telemarketing Tips – Good Intentions Must Be Made Clear

Customer Experience

The 4th of July represents everything about American freedom. But for some B2B marketers, Facebook’s recent mishandling of its secret psychological experiment might be the biggest ironic slap in the... read more

Lead Magnets: Giving Customers What They Want, to Get What You Need

Lead Magnets: Giving Customers What They Want, to Get What You Need

Customer Experience

How long does your marketing message stick around when you’ve left the building? Oddly, not long at all. Today’s consumers are pretty savvy. Unless they actually like you or are... read more

5 Traits of Successful Customer Experience Leaders

5 Traits of Successful Customer Experience Leaders

Customer Experience

There are so many great people I’ve had the opportunity to work with. A great deal of them have been clients who were charged with leading customer experience improvement initiatives... read more


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The Beauty Of Apple

The Beauty Of Apple

Customer Experience

I wonder if you have noticed something about the world of business? You may have not noticed it as this feature of business life is pervasive, so enduring, that lies... read more

We’re Efficient, But What Does That Do To The Customer Experience?

We’re Efficient, But What Does That Do To The Customer Experience?

Customer Experience

The other day, Jim Keenan and I were chatting about a number of things (mostly my envy of his upcoming ski vacation at “Bump School.”) We started talking about productivity... read more

Proactive Customer Service: Meeting Both Spoken and Unspoken Needs

Proactive Customer Service: Meeting Both Spoken and Unspoken Needs

Customer Experience

Since I’ve started my new job as the Director of Marketing & Communications for a local business, I’ve had the opportunity to engage with a lot of customers. Since we... read more

Time to Kill a Customer Experience Snake

Time to Kill a Customer Experience Snake

Customer Experience

Snakes! Why did it have to be snakes?!  I was recently reminded of that famous quote by Indiana Jones from Raiders of the Lost Ark. Recall that he absolutely hates... read more

4 Reasons Good Customer Service Is Vital

4 Reasons Good Customer Service Is Vital

Customer Experience

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Many small businesses fail to realize just how important good customer is for the overall health of your business. This can be a huge mistake, since good customer service isn’t... read more

“Checking In,” Is Not A Next Step!

“Checking In,” Is Not A Next Step!

Customer Experience

For those of you that know me, this won’t be a stunning confession, but I really struggle with my impatience. I try to rein it in–I’ve stopped tapping my pen,... read more

Receptive And Responsive: The Key Steps To A Fully Engaged Customer Experience

Receptive And Responsive: The Key Steps To A Fully Engaged Customer Experience

Customer Experience

I have a confession: I always disregard retail ads, catalogs, e-mails, and calls. Always. I love to go shopping; I just refuse to be told what to buy and when... read more

When it Comes to Customer Service, Be a Leader

When it Comes to Customer Service, Be a Leader

Customer Experience

I was boarding a very early morning flight to Dallas. One of the pilots of the plane, Gerald Higginbotham, was greeting every single person who walked on the plane. He... read more

Being Easy to Do Business With Is Good Customer Service

Being Easy to Do Business With Is Good Customer Service

Customer Experience

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If I had a nickel for every time someone told me, “You should call ‘so and so.’ Their customer service is terrible. They could use your help,” I might not... read more

5 Signs You May Not Be As Customer-Centric As You Think You Are

5 Signs You May Not Be As Customer-Centric As You Think You Are

Customer Experience

You know the familiar saying: “Culture eats strategy for lunch”? Well, I would wager that there is just one word in those five that would be commonly defined by all... read more