Blog & Resources


Why Claims of History Fail to Impress Today’s Customers

One of my favorite things to do is to facilitate a co-creation session with a client and their customers. They always lead to incredible insights thanks to the honest feedback of those in the room. Recently, I facilitated a session with a ...

A Customer Experience So Good, You Get Squatters

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 were offered the opportunity as ...

Emotion Wins the Battle: Why Branding Still Matters

I don't talk about branding all that much. I see it as a simple part of the customer experience equation. The brand promise of your company sets the expectations for your customers. If the experience doesn't live up to those ...

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