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It’s ironic. The Internet is this infinite space — shelves continue to be built with no ceiling in sight, and yet, the world has never been smaller. A friend of a friend (yes, it’s one of those...
View ArticleVoice of the Customer Gets Heard
Sometimes it's not good business to give in to fan demands. But not giving in isn't the same thing as disregarding, and to disregard fans is to invite hatred. If you have to let 'em down, let 'em down...
View ArticlePoor Customer Experience Costs Billions
I get the chance to write quite a bit about the topic of customer experience — how companies are measuring it, trying to implement it, and figure out what it actually is. Oftentimes, my focus is on...
View ArticleGUEST-BLOG: Is Customer Feedback on Your Holiday Wish List?
The holidays can be as stressful as they are wonderful. To avoid being a Grinch this year, make sure you're delivering the best customer experience.
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