How are you using social media with regards to your relationships? Do you use the power of social media to connect with more people or to build better relationships? Is it both, and if so, at what point does that become unscalable? Continue Reading
What Am I Reading…and Where’s the Real Value?
08/18/2010 • A recent post titled, Do Your Daily Habits Include Reading a Book? by Annie Tsai got me thinking about my reading goals for this year. My plan was to read 24 books (two per month), and I felt like that was a worthy and attainable goal. I started out ...keep reading
How LEGO does Customer Experience
08/10/2010 • I visited a LEGO store opening in Austin, TX last weekend. It was a family affair, as my mom, wife, two sons, brother, sister-in-law, and their three sons were all in attendance. The line to enter the store stretched for several hundred feet and some people waited up ...keep reading
Angry to Evangelist – A Free Guide to Help with Angry Customers
08/02/2010 • I wrote a post a few months ago with some thoughts on how to deal with an angry customer. Since then, it's repeatedly been a top-viewed post and consistently gets a lot of search traffic. It seems a lot of people are searching for advice on how to handle ...keep reading
Customer Experience Simplified
07/27/2010 • Customer Experience is a broad and elaborate subject. Trying to manage something so complex can make you feel like Homer on a bad day at the office. Thankfully, a bad day for us won't cause a nuclear meltdown, but sometimes it feels like that. My last post on ...keep reading
Managing the Value in Customer Experience
07/21/2010 • Friendly debates on the definition of customer experience never seem to end. They're due in part to the conceptual nature of the topic, but most of the confusion can be attributed to the sheer size of the customer experience umbrella. For example, take Colin Shaw's definition, A Customer Experience is ...keep reading
