Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry.  Of course there are exceptions to this rule, and some people are just plain nasty. But most of us don’t set out looking for conflict, and that includes your […]

Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences, journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we mapping for the purchaser of our product or the person who decides the purchase is acceptable? What if that person […]

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0, and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be a handbook, so read on to see why you should pick it up ASAP! Pioneering the Role of CCO For […]