9634903-Business-team-meeting-outside-the-airport-Stock-Photo May 11

What Did Your Brand Ever Do To Deserve Bad Photos?

Marketer #1: Hmmm. Time to update our corporate website again.  That swell webinar we went to said we should use more images on our web pages and printed materials because humans are beginning to lose the ability to read. Marketer #2: I know, let’s go get some stock photos to make our site appealing to […]

YYZ snowy cart April 27

Stop Letting Your Customers Talk to Strangers

Are you a self-starter with an eye for detail, a passion for great customer service and unresolved hostility issues? Have I got a job for you. In our final look at the miserable set of misaligned processes and emotionally empty engagements that pass for customer experience management, it’s time we define a customer communications function once […]

I'm Too Sexy for These Stairs- Vancouver Art Gallery, June 2013 April 16

Marketing Automation, Meet Customer Communication

Thank you to all who wrote and tweeted your deep concern for my emotional well-being following last week’s post. I can assure you I’m quite well and the post was less rant and more dramatic set-up for this week’s missive. Judging by some of your comments, over-communication with customers has struck a cringingly familiar chord. […]

no in the snow April 09

The End of Valued Customers

Dear Valued Supplier, Thank you for your quarterly newsletter. It showed up in my email just yesterday, minutes after the monthly statement, and not long before the important reminder about the scheduled maintenance you’re doing this weekend. The daily reminders about your annual conference are also arriving without delay, and I am pleased to report […]

IMG_20150227_083722 April 02

Fixing the Customer Experience Part IV – Where to Start

Enough whining. Time to solve the messy experience thing. Now that the Customer Experience is safely in the hands of the marketing department, it’s time to figure out where to start with the fixing of  it. The first thing I would do is pour a lovely drink and sit down and read The Effortless Experience by […]

Balloons and Ceiling Fans- bad mix March 23

Why Marketing Needs to Fix the Customer Experience

We’ve spent the past two weeks feeling sad about the state of customer experience management (CEM), so it’s time to lighten up a little and talk about why marketers should care. Last week we saw the clear relationship between good CEM and good corporate performance.  We can chalk up at least a bit of this […]

Admit One March 16

Three Reasons Customer Experience Management Fails – Part II

Last week we looked at Customer Experience management (CEM) and the three reasons I think we’re doing it wrong. Reason #1 was forgetting that at the beginning, middle and end of all customer experiences is emotion. Reason #2: We focus on the problem I think car dealers have figured this one out. Most , Many  […]


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