No matter how many processes, systems or auto-responders you have in place, people like people. We not only like people, we forgive them.

It’s easy enough to say “Let’s map our experience!” All you need to do is trace back through your processes and BLAMMO! You have a map. But we all know that’s not how it works.

I wasn’t sleeping, I wasn’t able to focus and I was DOWN. I’ve never been down like that.

“As the economy rebounds, companies need to invest in their customer experience or risk falling behind in meeting customers’ ever-changing expectations. Their budgets should balance projects that fix problems with the current experience and those that seek to innovate experiences above and beyond customers’ current expectations.” ~ from the Executive Summary of the Forrester report: [...]