I consider myself a Customer Experience Investigator(sm). I’m thinking of creating a “CXI” badge to flash when I arrive at the scene of the crime.

Social Media posts from my friends at 12 Most.

The expectations start with your brand, and too often the marketing to customers is handled completely separately from the actual experience of customers.

Never stop learning.

Away from the office gives you freedom.

Sometimes it’s difficult to be honest.

Productivity is an elusive recipe. A few favorites about those ingredients.

In the continuing webinar series “Customer Experience And…” I had a chance to talk about an often-overlooked first touchpoint: Recruiting.

Customer Service = Reactive

Customer Experience = Proactive

I see a theme here – conversation. How do you get it started, keep it going and bring it back to your customers and businesses?