I started playing around with Prezi the other night and ended up putting some previous thoughts together using this very cool (and free) presentation application. Continue Reading
Are You a Social Homer?
04/20/2010 • Whether you've accepted it or not, social networking and social media are becoming a larger part of the customer experience. Newer social networking sites like Twitter and Facebook have pushed social to the masses, but community-driven applications like blogs, bulletin boards and forums have been around for many years. ...keep reading
Technology in Customer Experience
04/08/2010 • Some of my past experiences have shown that technology is typically viewed as a means to drive down costs in customer service departments. Technology investments such as automated phone systems and self service web portals are intended to decrease personnel costs while delivering a satisfactory experience for the ...keep reading
Apple iPad – Essential Apps and Accessories
04/06/2010 • I was sitting in my living room when the doorbell rang. I turned around and noticed a shade of brown beaming through the frosted glass. I sprang up, frantically flipped the lock, and swung the front door open to find a friendly UPS driver holding a box marked ...keep reading
Sony vs Apple – A Customer Experience Showdown (Part 2)
03/26/2010 • This is a 2-part series. Read Part 1 here. The Apple Experience As I approached the Apple Store I could see three young, energetic employees standing at the door. I walked through the glass opening and one of them cheerfully exclaimed, "Welcome to the Apple Store!" I gave the obligatory ...keep reading
Sony vs Apple – A Customer Experience Showdown (Part 1)
03/24/2010 • To say that I rely heavily on my notebook is a gross understatement. It is my only computer and I am routinely on it 12 or more hours per day. When my Sony Vaio Z finally starting dying on me after 2-1/2 years of heavy use, I knew ...keep reading
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