Insight into the world of tech, marketing and PR.

January 24, 2013

Social Rants, Evolving Policies and Who Holds the Legal Cards

Two stories this week expose another layer in the social onion: defining the legal rights of workers and employers, and governments. This interesting A1 piece in […]
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 23, 2012

How Customer Satisfaction Surveys Tell the Future

It’s funny – just asking customers what they want more of is one of the best ways to see where the market is heading, and where […]
December 20, 2011

Keeping Score: What Net Promoter Tells Us

Each year, I learn the most about our clients, and our company, by asking our clients to answer 6-7 simple questions. It’s called Net Promoter™ – and […]