What if someone were redesigning the customer experience today? There are some truths to how you’d consider…
I flew today. And it’s gotten worse. I’m small time, but it’s even gotten worse for Chris Heuer, who shared his lack of trust for American Airlines here. My experience today, plus Chris’s harrowing one, makes me think there are so many things wrong with how customers are treated that the airline industry should start […]
Customer Experience is this unkempt, crazy art form coupled with enough science to make it work. It’s not one thing or another – it’s a wonderful mishmash of all those little things that add up to big things like profit margin and customer loyalty. So I get a little annoyed by something people assume. I […]
…there is an opportunity to really gather feedback, listen and respond to it in very meaningful ways.
It’s the last day here in Austin for SXSW Interactive. I’m taking a breath before heading to another session. This isn’t a typical post for me, but I just wanted to get this out there. I plan to post more about insights when I return. But one thing has resonated with me here. Value is […]
There’s a lot of hype around the South-by-Southwest Interactive Conference, and much of it is about parties. While parties are fun, I’m going to seek out a few things specifically. Here are my top 5. Please let me know if there are things I shouldn’t miss or if you’ll be there, too! Sessions start today, […]
Last week, I attended the Soho Social Media Seminar and heard a fantastic line-up of speakers. For better or worse, I couldn’t make it for Day #2 because of some client obligations. (For better = having clients. For worse = missing another great day.) The final speaker on Day 1 was Diana Matigian, an Attorney […]