We like to think of bloggers as our friends, our peers and our trusted advisors. Reaching out to them helps you set the expectations you want.

We can all learn something (from Borders)…look for ways to go where our customers are going.

When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.

The company who can deliver high-quality service in an expedited fashion wins. Can you encourage BOTH?

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 [...]

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

The customer experience starts when it starts.

LinkedIn impacts how customers see your company, and therefore the customer experience.