There is some lore out there that B2B is vastly different than B2C experience. I beg to differ.

I’m often asked about what specific industries I’ve worked with, and it’s fun to go back and discuss the banking, insurance, transportation and logistics, education, non-profit, industrial, retail and software companies I’ve worked with in my career. But sometimes who calls is in “the gap.” They are part of a world I haven’t yet focused [...]

Have you discovered 12Most yet? It’s still a toddler of a site, just live for a few weeks now, and yet we’re stirring up all sorts of good things. I was honored to be included as a guest blogger a few times now. (Special shout out and thanks to site idea-man Dan Newman and site [...]

Who, exactly, are your customers? And, what exactly, do you think is social media?

Accepting feedback for what it is – a gift – is difficult.

We covered 6 ideas around some of the new ways search will impact customer experience.

Thanks to some smart friends, I’m hosting a few webinars to tackle the subject of Customer Experience And…