Walk into almost any company meeting and you’ll hear the same phrase sooner or later: "We need to improve the customer experience."   Everyone nods. Everyone agrees. Then… nothing really changes.   Because most businesses misunderstand what customer experience actually is.   They think it’s just about delight.   Delight the customer. Surprise the customer. Exceed expectations.   That all sounds great in a keynote speech. But in the real world, most customers aren’t asking to

Happy Holidays How do you keep your business boat from sinking and your customers from jumping ship? Here's a lighthearted guide to...

Over the years of advising and supporting well-known brands to engage with their customers and deliver great experiences I have been...