Insight into the world of tech, marketing and PR.

November 10, 2015

Avoiding customer service purgatory

This past month, I have been working with my mobile service provider to try and resolve a, what I thought would be, simple billing issue. Unfortunately, […]
April 30, 2015

Opening the gates: Should you free your content?

For the majority of marketing teams, gating content isn’t even a second thought. The idea of not creating tangible leads from a critical piece of content […]
January 17, 2013

Trade Show ROI? 4 Ways to Get More of Everything You Want

The first trade show of the year opened with a quiet thud. CES’s 3,200 exhibitors may have gotten what they paid for, but unfortunately, almost none […]
January 2, 2013

How Does The Zipcar Acquisition Improve Avis’ Brand?

Zipcar is the best of both worlds for young professionals living in Boston – the convenience of a car without the sky-high parking costs and a […]
December 13, 2012

Amazon’s Data: The $12 Firelog Mistake

The other day, Amazon – that arbiter of online customer experience – made a mistake. It shipped the wrong product. Twice. And didn’t know how to […]
May 10, 2012

Customer Experience: Ambition Trumps Resources (For Now)

Last week, I attended a networking gathering of customer experience enthusiasts, hosted by Fidelity and the CXPA. The demographics were pretty representative of the discipline overall: […]
January 10, 2012

Bring Back the Secret Shoppers

They say a host should spend a night in the guest room to see how it feels. Businesses ought to do the same thing. The other […]