Blog & Resources

travel

Making the Most of #SXSW: How to Prep Like a Boss!

This will be my tenth journey to Austin for the South By Southwest Interactive Conference (SXSW) in March. It's a crazy few days of social media, digital marketing, internet rock stars and barbecue. Whether you've been many times like me or are just heading ...

Do Your Communication Tactics Undermine Your Intentions?

"Say please!" I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall out of their mouths. But ...

Focusing on Customers: Lessons from Medellin

I admit I was nervous. Growing up in the 1980’s and 90’s, the only association with the city of Medellin or the country of Colombia was hearing about the violence on the news. The violence is what made the news, ...

Do WE Belong? Experience is Always Personal

My husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across the city. We were seriously beat, and looking for ...

This Is What an Epic Customer Experience Fail Looks Like

Spring Break! Fun in the sun! Time away! And then that time you fly home with your family...only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me present the facts. We ...

Challenges of Understanding the Customer Journey End-to-End

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around ...

A Road Warrior's Cry: Micro Matters in The Guest Experience

I've been traveling a lot lately. I'm nowhere near true road warrior status, but I've spent more time in hotels in these first two quarters of the year than I did pretty much all of last year. When you travel ...

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