In my last post I emphasized the need to prevent getting “journey-jammed”, focusing too much on too large a goal than is practical to handle all at once. Here’ I’d like to comment on the tactical elements to get good,…
It’s the journey, not The Journey
I love to read. I’m voracious. From the sides of the box of morning cereal, to magazines, to books, to blogs, to tweets, and back again. If I have more than 30 seconds between tasks, you’ll find me head-down reading…
From the Mouths of (Ten Year Old) Babes
“Daddy? I love you.” *sigh* As many know, I can become emotional at the drop of a hat. Movies, novels, songs, TV commercials, makes no matter. My heart is on my sleeve at all times. So, last night, when my…
The Power of Decisions
My father-in-law passed away yesterday. He leaves behind his wife Lynn, two children, four grandchildren, a daughter- and a son-in-law, and friends and extended family across the country. When I first met Tom, my wife and I had been dating…
Local, All Customer Experience Is
“All politics are local” As a political science undergrad, this quote of Tip O’Neill’s is one very familiar to me. This new spin on it struck me me this past weekend as I was hitting the local farmer’s market and…
Listen to SurveyYoda, You Should
As someone with a few years (going on 12!) under my belt either managing a customer service organization or working with clients to create and manage their own CEM and customer listening programs, I thought it might be of value…