The new book is out! Pick it up here!
I ordered something recently from an online retailer. I received the confirmation email for the order and the next day an ebullient follow-on announcement from the brand that my packaged “Has Shipped!!” Yes, two exclamation points. Good for them to keep the lines of communication open and to not only keep me abreast of the [...]
We joke about how bad CX is sometimes. And with certain things like your online presence, sometimes certain brands miss the mark so badly, you’d have to have a heart of stone not to chuckle. (Not to mention, the more brands get things so terribly wrong, the more work there is for consultants like me!) [...]
It’s astonishing that it’s 2025 and I have to bring this up, but: Why are certain brands even online, anyway? It’s not new technology…sure, everybody has a website and if you don’t, it kind of looks fishy. Can you think of any major brand that’s not online? (Pause here for a flood of responses and [...]
I wrote a while back about a pet-peeve of mine when I grocery shop: Not enough small carts. Now, that’s clearly a small thing (literally!) to get too overworked about. First World Problems, and all that. At the risk of delving further into Angry-Old-Man-Shaking-His-Fist-At-The-Clouds territory, let me gripe again about shopping carts. As I’d mentioned, [...]
I wrote the other day about what I thought was a conclusion drawn about the impact of automation and AI and all that stuff on CX, from a conversation I’d had with a colleague. Briefly, I noticed that, absent the incentive of increased costs (tied to increased Customer interactions, which, with automation would now not [...]
One Big Question I hear a lot these days is about AI and automation. “How will AI impact CX?” How the heck should I know? It’s clear I’m the one writing all these articles, isn’t it? I wonder if we’ll reach the singularity and the world will implode if someone uses AI to write an [...]
I recently had a particularly silly experience with the US Postal Service.* I mailed an envelope (containing nothing more than a copy of my very thin, light book) from Denver across the country to a client. The estimated arrival time on the east coast was to be two days. In fact, I sent two identical [...]
I’m a selfish networker. But hear me out; I don’t mean it the way you probably think I do. When you read that first sentence, you probably conjured in your mind a picture of that guy who shows up to the networking events with a bunch of his business cards, introducing himself around telling people [...]
I used to say that I don’t know anything about Marketing. Then I started spending a lot of time with marketers. They’re an interesting bunch, and considering that, as I like to say, Marketing and CX share two sides of the same coin—that being the Brand Promise—I’ve had many conversations as our work compliments each [...]
Having spent a lot of time in education—corporately doing plenty of L&D work, having had lots of clients delivering workshops and such, and of course as a professor—I’m intrigued by how folks learn. What’s lost on a lot of educators, unfortunately, I’ve found, is the purpose of education in the first place. Now, I don’t [...]
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