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
A change consultant's thoughts on how management will change as a result of the COVID-19 pandemic. How can your company leverage the threats and opportunities that arise?

The Seven 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.