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?

Clean, usable forms, good functionality, and sometimes even nice bells & whistles. So while USABILITY may be high, USER EXPERIENCE often is not.
What’s the difference?

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.

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, the talented Valeria Maltoni delivered an outstanding blog post on customer experience, titled Customer Experience More Important Than Ever. I commented there to describe what I think is the biggest challenge of any customer experience endeavor – overcoming the overwhelm. And this got me thinking. How do you, as the change agent you [...]