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Blog Entry
Is CX Excellence Really About Centering Your Business on Customers?

What is your business centered on? Investors, competition, innovation, or customers? The rule of the game is to follow the money. Sure, it comes from all these motives, but it springs from customers buying your offerings. When customers quit buying, all the rest becomes irrelevant. Centering...


Blog Entry
Customer Experience + Marketing: Pro’s & Con’s

What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? Is it as natural and advantageous as the C-team expects? It all depends on motives and perspective. How Marketers Think of Customer Experience Marketing professionals think of customer experience in...


Blog Entry
The Market Basket Story - A Cultural Victory

This week I attended a lecture at our local library by Grant Welker, local reporter for the Lowell Sun and co-author of a book just released titled, We Are Market Basket. If you live in the New England area, you could not have escaped the daily news reporting a year ago of this local...


Blog Entry
So how was the Experience of the CXPA Insight Exchange?

Granted, if anyone was going to put on a memorable Customer Experience, you would expect the CXPA – the experts in the industry – to do so. But you’ve also heard the precautionary tale of the cobbler’s shoeless kids, so one can never assume. But from this first-time attendee’s perspective, last...