What if someone were redesigning the customer experience today? There are some truths to how you’d consider…

I flew today. And it’s gotten worse. I’m small time, but it’s even gotten worse for Chris Heuer, who shared his lack of trust for American Airlines here. My experience today, plus Chris’s harrowing one, makes me think there are so many things wrong with how customers are treated that the airline industry should start [...]

Customer Experience is this unkempt, crazy art form coupled with enough science to make it work. It’s not one thing or another – it’s a wonderful mishmash of all those little things that add up to big things like profit margin and customer loyalty. So I get a little annoyed by something people assume. I [...]

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.

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 [...]

This is not about social media. Yes, social media has led to the little guy taking on the big guys, like Dave Carroll of “United Breaks Guitars” fame who recently released his 3rd song in the trilogy: “United We Stand.” Social media has caused companies to sit up and take notice that what they do [...]

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 [...]