Guest Blogger

As a customer service consultant and turnaround expert, I specialize in transforming customer service and the customer experience at...

Last year I wrote that I don’t like prediction pieces. Then, I broke my own rule, and I compiled a series of predictions that had...

Not many would have predicted the challenges 2020 brought and the digital marketing trends that ensued, but as we move into a new year,...

The average person spends 2 and a half hours on social media every single day. So it’s no wonder that one of the main places we try to...

Growth leaders are in the midst of a unique pandemic induced recession. For many it is their first as a business leader. For most it is...

Customer marketers are ideally positioned to accelerate value delivery to customers and efficiency gains to their organizations in...

What is your company’s purpose? Is it strictly profit, or is there more? Some companies say their purpose is focused on the environment,...

For centuries, the relationship between companies and people was purely transactional. Companies would produce and promote a product that...

If the pandemic has made one thing clear, it’s that the only constant is transformation. Consumer behavioral shifts are perpetual and...

When I first began advising businesses some years ago, I noticed what I thought was a “data gap.” Marketing, sales, customer success, and...

Are you ready for the new customers who are going to change the way you do business? You know who they are and most likely think you...

For CMOs 2021 will be a rocky follower to roaring 2020. Expect another year of reduced media expenditures, scanty teams, lean tech and...

One of the most essential principles of the customer experience is so stupidly simple that it’s almost invisible. It’s that there are three...

In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust,...

Congrats on getting your customer experience (CX) or customer service improvement initiative off the ground. Nothing could be more...