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I had the unique opportunity to be part of a small crowd of business leaders invited to a special event hosted by American Express. American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba,
Have you ever considered the many, many ways content impacts the customer experience? I have. I’ve dwelled on it. And then I read Ann Handley’s book Everybody Writes and realized she was on to this
Running a business can stink. You have way too many things to worry about! If you don’t pay the bills, nobody does. If you’re not making money, there’s no way to pay those bills. Prioritizing tasks
I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in
What’s your customer experience mission? I have introduced the idea of customer experience to many people. I’m excited that it’s finally catching on! But it seems most business leaders have only a basic understanding of the phrase. When we get right down to
Recently, I went behind the scenes at the world famous San Diego Zoo and the experience was so much fun! I was in San Diego for the Next Generation Customer Experience conference and when we
It’s that time again! I’ll be heading to South By Southwest Interactive in Austin, Texas. It’s the crazy, chaotic and somewhat kooky festival that attracts me each year. There is always something that grabs everyone’s
There is a really exciting change happening. Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience Executive. They’ve realized the importance of investing in the overall experience
Words matter. And in a time when we abuse the heck out of them, they actually matter more. Literally. 😉 Imagine how often I hear words being used with the best of intentions, but not
FAQ is another one of those terms we didn’t even know before the dawn of the internet age. Most of us were blissfully unaware of this acronym for “Frequently Asked Questions” now living on many
