Blog
What It Really Means To Make Customers “Happy”
Emotion was a hot topic at all three of the conferences I went to last week (Shoptalk, IBM Amplify, and Adobe Digital Marketing Summit). I’m thrilled that companies are starting to think about, and measure, how they make customers feel. But emotions are only one piece of the puzzle.Noted psychologist Martin Seligman says it takes more than … Read more
Cultivating Civility
This post originally appeared in the 2017 CX Outlook, a free e-book curated by Kerry Bodine & Co. and Swedish design firm Doberman. Other thought leaders who contributed include Josh Bernoff, author of Writing Without Bullshit, Ingrid Lindberg former chief customer officer at Cigna turned CX consultant, and musician Dave Carroll of United Breaks Guitars fame. Download the full e-book … Read more
My New Adventure In Human Experience
As you may have heard, I left Forrester after 10 years as an analyst in the customer experience (CX) research practice. People keep asking what prompted such a big change and what I’m doing now, so here’s the scoop. I’ve watched companies spend millions of dollars and thousands of person-hours trying to master CX. … Read more
