Wondering what it takes to win with customer experience? Delivering a customer experience that your competitor’s can’t match is a guaranteed way to “win” – but it’s far from easy. I recently came across an...Read More

I was pondering the content of this blog post today, which initially involves a lot of staring into space, adopting a serene Zen-like state, completely vacating my mind, and trying to isolate what has particularly moved me in the past week...Read More

I recently read a rather lengthy article, “Rewards breakage-boon or bane? The role of technology in optimizing breakage” by Sanjai Velayudhan, Senior Manager, Loyalty Programs, ITC Infotech. This article was eye opening on the amount...Read More

So, I’ve been following Peter Shankman since I discovered HARO (help a reporter out) a couple of years ago; an extremely useful concept for both reporters and marketers alike. Since then, I’ve seen his following grow. Today he has...Read More

I have spent the last two-plus months being a frustrated customer…a very frustrated customer.  I did everything by the book, followed protocol, adhered to chain of command, you name it, but no one was listening or helping or caring...Read More

Are your customers loyal? I’m sure you have some loyal customers, or odds are you wouldn’t be in business; however, I’m sure there’s quite a few that aren’t truly loyal to your company or your brand. Shep Hyken, the...Read More

Some might call it Southern hospitality, but I think the politeness and civility shown to customers by Publix’ employees is much more than that – it’s a corporate culture and philosophy.  And I’m not the only one who...Read More