How annoying! You are out trying to have a nice dinner. You pick what you want in about eleven seconds…who doesn’t love Salmon Amandine? But someone at your table has…
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Most companies track customer experience metrics to gain deeper insights into the people who buy their goods and services. But knowing that everyone loves your new product even though they…
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Earlier this year I wrote an article for the Globe outlining the top reasons for companies to have a Chief Customer Officer. Without repeating all the details, the basic premise…
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We have all heard about the guy who went to the Nordstorm store to return a set of tires and was allowed to do so even though he bought it…
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If you were in business school with me in the 90's you would have believed (many did) that PeaPod and others like it were going to revolutionize the grocery experience.…
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Tesla has created a fantastic piece of innovation, but my recent encounter with the car maker proves that its customer experience needs recharging. Here’s a view of the mistakes it…
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After a lovely Passover Seder at my Mom’s house, my wife and I decided to send some flowers to thank her and otherwise brighten her day. I volunteered to handle…
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Well, that was quick. Less than two years after it launched its Canadian expansion, Target Corp. is closing all of its stores across the country. The American retail giant is…
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In an increasingly complex and competitive world, business executives are focused on improving their understanding of their customers. Organizations today are fortunate to have a wealth of customer information at…
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