So the first thing…
I got one of those crazy calls the other day. It was a confused, frustrated person trying to do the best they could for his company. They held up the title of "change agent" even though his real title was ...
Post-SOBCon 2010: My Promises to Liz Strauss & Terry Starbucker
Like most who attended, I am catching my breath a little after a few days of SOBCon - the annual conference hosted by Liz Stauss and Terry Starbucker that brings together bloggers, entrepreneurs and like-minded corporate folks to discuss what ...
It Takes A Village To Keep a Customer
There's now a well-known African proverb that states: "It takes a village to raise a child." What about keeping a customer? Rarely is it up to one person or one situation. Take a gander at some recent tweets about customers ...
Start Over
I am lucky because I love my job. I get to dissect, evaluate and the improve people's lives. This sounds grandiose, I know, but I believe it. We are all customers and we all have too much to do. So ...
Don't Look the Customer in the Eye
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 ...
Why Customer Service Does Not Equal Customer Experience
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 ...
SXSW: A Customer Experience Journey
*Note - I've been writing this post on and off for a week. Things come up - clients, children, marketing, new business - and this somehow was difficult to finish. My apologies for the tardiness, but I felt it was ...
Finding Value at SXSW
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 ...
What I'm Looking for at SXSW Interactive
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 ...
Legal Beagles: How We're All Just Sniffing Around Social Media
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 = ...
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