Would you talk to your mom like this? It’s a simple litmus test.

I decided to provide a reading list of sorts from the archives about customer experience.

Companies take advantage of cheap communication channels like email and direct mail. They believe it’s important.

Never stop learning.

Productivity is an elusive recipe. A few favorites about those ingredients.

Customer Service = Reactive

Customer Experience = Proactive

I see a theme here – conversation. How do you get it started, keep it going and bring it back to your customers and businesses?

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?

Your customers are screaming. And you aren’t hearing them. It’s time to change that.

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