It's All About The Experience

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A blog about managing and improving customer experience and improving profits.


Portfolio Approach to Nonprofit Fundraising
Portfolio Approach to Nonprofit Fundraising
For nonprofits, the failure to properly value donated time can lead to significant resource-allocation errors. We describe a simple analysis that can help.

Time Lost, Money Lost
Time Lost, Money Lost
We are all used to managing our own time but rarely think about time as an organizational resource. Learn how to recognize and fix time loss in your organization.

The Seven Deadly Sins of Customer Experience
The Seven Deadly Sins of Customer Experience
Customer loyalty is essential to the profitability and economic health of businesses and nonprofits. Learn the Seven Deadly Sins, which drive away customers.

Of Good and Bad Retention Methods
Locking in customers is usually a bad idea. See what Comcast learned when a departing customer recorded his call.