Why Are You Performing A Gap Analysis? Everything Is Great!

The first thing I do when I step onto a new project is get a sense of what the real story is. And, as is the case most of the time, the real story is lurking somewhere 15 feet below where you thought you were walking. This real story is where things are a bit […]

Implement New Experience Technologies, But Don’t Leave Your Actual Customers Behind

Tom (my fiance) and I went to grab an iced coffee at Starbucks yesterday afternoon to beat the heat. I was taken aback by how many laptops were open. Starbucks has inherently changed forever – no more chatter of the European coffee houses as it was originally intended. Now, it has become a quiet haven […]

Customer Experience Truth #1 – No One Is Delivering A Perfect Customer Experience 100% Of The Time

What’s that famous quote? Ah, yes. “You can please some of the people all of the time, you can please all of the people some of the time, but you can’t please all of the people all of the time”. – John Lydgate, later adapted by President Lincoln Lydgate, and then President Lincoln, knew back […]

15 Truths About Customer Experience

Customer Experience, even with all of the corporate and media attention its gotten the past decade, is still sort of a mystery. Many companies either bucket the discipline into some form of Customer Service or Marketing, thus limiting the group’s ability to reach across the organization. Other companies allow Customer Experience to live in siloes […]

Do You Know How Much You’re Really Losing When You Lose A Customer?

Do you know? If not, then you can’t really have any idea what you’re losing, or gaining for that matter, with your actions. Start With The Theoretical Rooted In Reality Let’s break this down by necessary components of information by running through a mock case study so you can go back and calculate the same […]

Traditional CRM vs Social CRM as represented in film

Have you heard about The Joneses? It was a film that came out in 2009 starring David Duchovny (Steve Jones) and Demi Moore (Kate Jones). The basic premise this: Steve, Kate, and their 2 kids are all employees of an “undercover” marketing company. They move into neighborhoods that demographically and socio-economically meet the characteristics of […]