If you opened a web browser and saw the news today, you’d see outrage at the proposed changes to the Instagram Terms of Service, a response from the Instagram team, many people on many social networks vowing to move, archive, or otherwise…
Hello! This is a new experiment to share insights about customer experience. Please let me know what you like, don’t like, and if you’d like to subscribe, you can get an email in your inbox here. The Customer Experience Report…
You know the feeling – trying to explain something to someone who is not picking up what you’re putting down. So what should you do? Explain, or Listen? As a product marketer, you might often feel this emotion when you…
More Choice == Good, Right? It seems logical: people who buy stuff want choice (lots and lots of it.) We’ve built buying models, stores, and services that ensure that customers can buy whatever they want, whenever they want, and (almost)…
Let’s get this straight. Rocket Surgery doesn’t exist. It’s a made-up term combining two things people think are hard: rocket science and brain surgery. It sounds so hard that no one would even believe that a Venn Diagram of these…
A recent discussion with my kids made me think about how much has changed in the customer service world (and in the expectations of customers) in the last five years. Let’s take an example – picture yourself in 2007. You’re…
Customer Wow is a concept that gets shared a lot, and creates smiles whenever it’s shared. But what is Customer Wow, really? You could say that it’s “the ability to deliver above and beyond customer experiences” and I also think…
I try lots of different web services. (You probably do too.) The key difference in making it from the “tried it once, didn’t try it again” or the “hmmm. didn’t get it” to the moment where you decide, “yes, this…
Who wouldn’t like to have fun in a playground game where the playground looks like this? This week I had the opportunity to participate in a community event courtesy of the folks at the Salesforce.com foundation and my team at…
