Rather than have a fax machine take up desk space at my former business, I just paid for a fax number and delivery via email.…

Our wireless carrier Verizon recently emailed with an offer to upgrade to an iPhone 6s. Sure, whatever. Companies send upgrade offers and discounts all the…

Boulder is home to a thriving and bustling tech startup scene, and I'm thrilled to contribute ("Give before you get" is a mantra) as a…

Used to be, customers were often regulars because either perceived switching costs were high or they had no option awareness. That's not so true anymore, so they're…

My wife recently discovered the pump of her sunscreen, the second in a two-pack, was broken. To initiate a return with Amazon, she started an…

A customer's greatest commodity is their attention. They may grant us a bit of it because they care about our story and how their involvement with us makes them…

It's been over a decade since Steve Krug's seminal work, Don't Make Me Think, was published (most recently in the 3rd edition last year), and…

This handy Deskero infographic with data from research firm Software Advice shows the relative usage of chat vs. phone in customer support situations. Clearly there's a significant part of…

How does customer experience correlate to stock price? Let's find out. Over the past few months, talking with friends and colleagues here in Colorado, where Frontier…

What are you known for? If I were to ask one of your customers to explain, in a sentence, what you do and what you're…

A couple of months ago I discussed why customer success isn't the same as customer experience. Primarily, because the former discipline is reactive and limited in…

There's an adage in the interface design world: You are not your user. Sage advice, yet I see companies forget it repeatedly. Last week while participating in BDNT…

Keep It Simple, Stupid. It's such a common phrase, and when considered in retrospect, easy to see. But when you're in the thick of it,…

What's the old movie adage, "If you build it, they will come."? Well, not exactly. Entire product teams are built to create the best possible…

There's a Twitter conversation between a traveler and American Airlines that perfectly exemplifies the overall negative customer experience of the airline industry. The traveler gives…

A good many companies, especially SaaS organizations, are adopting Customer Success Management practices and doing a reasonably good job of it. It's clearly needed and…

Sometimes you just have to throw it against the wall to see what sticks. That must be United Airlines' sentiment about safety videos. If you fly…

Like many businesspeople, I spend a good amount of time in and around airports. While airports don't necessarily create consistent experiences between cities, organizations that spread across…