Would you talk to your mom like this? It’s a simple litmus test.

Connie is about believing. She believes. She wants you to believe.

I decided to provide a reading list of sorts from the archives about customer experience.

Companies take advantage of cheap communication channels like email and direct mail. They believe it’s important.

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.

Never stop learning.

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.

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

If you can find an hour, you can do the following to help improve your customer experience.