But who is advocating for your customers? In 2011, we had some unreal examples of when companies did the opposite of advocating.

Social media is not necessarily as easy as it sounds, but it still works.

Reflection is a tool.

If ONE customer has an issue, it’s critical to realize it’s probably an issue MANY customers are having. What can you do to proactively address the issue?

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

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

There are many lessons, but for me it boils down to one.

Osama. Dead. Our brave guys coming out of it safely.THAT was the conversation.

The Internet as an “envy amplifier:” It’s easy to find people or companies that are taller, richer, smarter than you. Now a word about customer envy

Customer experience themes emerged from the sessions at SXSW Interactive 2011.