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Do You Know Sandals and Socks Guy? Get to Know YOUR Customers!

Personalization was a big trend at SXSW and it’s no surprise. Humans like when people recognize us. We want to feel known and heard. We want to be seen as the unique individuals we are.

5 Reasons Never to Miss SXSW Interactive

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital

What Will SXSW Mean for Customer Experience in 2015?

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

5 Blogging Tips to Fuel Up Your Content Machine

Blogs are at the center of many content strategies. Ours at Experience Investigators is no exception! It’s the hub of our thought leadership, our perspective on current events, our “x marks the treasure” spot for our social communities! I

5 Ways To Master your Customer Experience Role

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

Turning the Tables on Bad Customer Service

If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode, and it’s been quite the learning experience for my co-host Adam Toporek from Customers That

3 Popular “Customer-Centric Ideas” that Totally Miss the Point

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

Are Your FAQ's Driving Customers Mad?

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

Exclusive Chicago Auto Show Interview: Consumer-Driven Innovations

The Chicago Auto Show is now in its 107th year! It’s a showcase of what’s new and what’s next in auto design and development. This means more than just amazing new vehicles, this means learning

Can We Have Innovation Without Leveraging Customer Feedback?

I had the opportunity to check out all the shiny new cars at the Chicago Auto Show on the media preview day last week. We’ll have more to share from this later this week, but for now,

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Customer-Centric Culture Barriers and Ways to Address Them

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