Hardest part of my job? Collecting and then reporting bad feedback to clients about their customer experience.

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?

NOT connecting with customers. This tweet is basically the Twitter version of “Let me transfer you.” Click.

“As the economy rebounds, companies need to invest in their customer experience or risk falling behind in meeting customers’ ever-changing expectations. Their budgets should balance projects that fix problems with the current experience and those that seek to innovate experiences above and beyond customers’ current expectations.” ~ from the Executive Summary of the Forrester report: [...]

Without communication, there is no action. I find that a big area to tackle within any customer experience initiative is not just customer communication, but employee communication, as well.

It’s the last day here in Austin for SXSW Interactive. I’m taking a breath before heading to another session. This isn’t a typical post for me, but I just wanted to get this out there. I plan to post more about insights when I return. But one thing has resonated with me here. Value is [...]

There’s a lot of hype around the South-by-Southwest Interactive Conference, and much of it is about parties. While parties are fun, I’m going to seek out a few things specifically. Here are my top 5. Please let me know if there are things I shouldn’t miss or if you’ll be there, too! Sessions start today, [...]

Last week, I attended the Soho Social Media Seminar and heard a fantastic line-up of speakers. For better or worse, I couldn’t make it for Day #2 because of some client obligations. (For better = having clients. For worse = missing another great day.) The final speaker on Day 1 was Diana Matigian, an Attorney [...]

The California Condor, in 1987, was on the verge of extinction. Only 9 remained in the wild. A group of dedicated conservationists and scientists decided to capture those 9 birds and create a captive breeding program to bring them back. They are still around today, though struggling in the wild, but protected and nurtured by [...]

I was honored to be interviewed for B2BVoices – an excellent blog dedicated to “a meaningful conversation among PR pros, marketers and social media thought leaders in the B2B space.” It was a fun conversation. Let me know what you think – I’ve re-posted the interview in its entirety here. Listening & Responding to Customers: [...]