It's All About The Experience

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


Business In a Post-COVID-19 World
Business In a Post-COVID-19 World
Learn how management will change as a result of the COVID-19 pandemic. How can your company leverage the threats and opportunities that arise?

Finding Increased Profits through Better Complaints Management
Finding Increased Profits through Better Complaints Management
When properly analyzed, indexed, and tracked, customer complaints can be a source of market intelligence and a means of identifying process improvement needs.

Customer Relationship Management - Not Just for Big Business
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.

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.