There was one topic – close to my heart – that I was missing. You guessed it – Customer Experience.
How can you discuss search engine marketing, user experience and new media techniques if you forget about the customer?

The JetBlue “quick getaway” of flight attendant Steven Slater is an example of lots of things. Good customer experience is not one of them, quite obviously. But this is one of the things JetBlue is known for. A new section on their website is titled “Experience JetBlue,” with customer videos praising the snacks, the legroom [...]

After years of studying the ways improved customer experience can help your company, I’ve come up with a no-fail solution to all your experience woes. Here they are.

…there is an opportunity to really gather feedback, listen and respond to it in very meaningful ways.

I was lured into a new show on CBS last night after the Superbowl was over and the kids were tucked in. Undercover Boss debuted last night and it was surprisingly compelling. The idea is simple. A big-wig executive from a major corporation goes undercover for a week to experience what life is like for [...]

I’m sorry, 2009, it’s just not working out. It’s time for us to move on. I’m already flirting with 2010. Why? Well, lots of reasons, really. You didn’t live up to my expectations. You left people scared and skittish. And some other reasons, too, including: Some of my favorite clients were shifted around from role to [...]

Yesterday at a conference, I was peppered with questions about WHY small and growing businesses should enter into social media. This video from a few weeks ago helps answer