As a company, we invest most of our time studying customer experiences of companies that span hospitality, financial services and insurance, well-being, personal development and technology.  But, what about non-profits? How do they support their "customers?"

Over the last few…Read more

Do you ever find yourself feeling the frustration of discovering great customer experience insights that could really impact your company's success metrics, but you can't get executives to take action? Maybe you invested an all-nighter in exhaustedly preparing the slides…Read more

Over the last week I have seen an increase in reporting on various research findings that state customer experience will be the primary differentiator, even more than price, by somewhere between 2016 and 2020.

If you believe that, I have…Read more

Customers have an innate sense of fairness.  They may not be able to explicitly tell you before they have an experience what is fair, but they absolutely will let you know after the fact what was or was not fair…Read more

I had to stop reading so I could vent a bit. 

Today, I have been doing research for my book, The Customer Within.  While I was reading literature from companies that provide software and services in the customer experience arena…Read more

We all want to believe the predictions that this is the year customer experience management breaks through and customer experiences finally improve.  It would make our lives easier and our businesses would be thriving because people would be demanding our…Read more

Even the best executives and companies get the innovation process backwards much of the time.  They see their company and its products as the center of the universe and they do all of their customer research from that perspective.  Think…Read more

Have you ever had one of those moments when you look back and "discover" a catalyst for change in your life or your business?

While doing research for my upcoming book, "The Customer Within," I found an article I read…Read more

My daughters begged me to take them to the new Pixar film, "Inside Out."  It sounded like a fun evening after a long day of customer experience analysis and training program development.

WOW! 

I have always been a fan of…Read more

If you've bought into the hype that you need to have a perfect customer journey and that you need to solve every problem, then what I'm about to write is not for you.  It would be heresy for me to…Read more

"What are we doing wrong?" is one of the most common questions that I hear from my clients who want to know how to improve their customers' experiences.  They are typically hoping that our company will find a silver bullet…Read more

I had the pleasure of being interviewed by Dr. Thomas O'Grady on his Life Unsettled podcast .  The podcast continues to gain followers and reached #2 on the New and Noteworthy list in iTunes.  I recommend that you listen to…Read more