It's All About The Experience

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


Customer Relationship Management Not Just for Big Business
Whether your company is large or small, starting a CRM is easier than you think and more important than you ever dreamed. Originally published November 10, 2016

The Sever Deadly Sins of Customer Experience
Customer loyalty is important to the profitability and economic health of businesses and nonprofits. We provide seven questions leaders need to ask about their organization and identify Seven​ Deadly Sins which drive away loyal customers and/or members and reduce profits in the organization. Originally published October 24, 2014.

Locking customers in is usually a bad idea. That's what Comcast found out when a departing customer recorded his call.