No C-level executive wants their company to provide a bad customer experience. Ask any one of them and they’ll say they put the customer first. So why aren’t more companies providing stellar experiences? Sprinklr chief evangelist Carlos Dominguez joins m…

As we’ve moved from the static web to the conversation web, customer expectations have changed. Dramatically. The best way to understand modern customers is to understand the digital and analog evolution that created them. In today’s episode we’ll look a…

The best customer experiences delight and surprise. They give you something you didn’t expect. In this third (and final) episode of my TWA Hotel trilogy, I talk about the plethora of “wow” moments that turned me into a permanent fanboy. How are you wowin…

The Relentless Quest for Brand Authenticity, with Katie Martell The search for authenticity drives many of our decisions, including our brand choices. We’re all hoping for those elusive, authentic experiences. In Part 2 of my discussion with Katie Martel…

We’re living in an age where buyers (both B2B and B2C) want a personal relationship with brands. And more than that, they expect those brands to share their values. Katie Martell, unapologetic marketing truth-teller, joins me today for Part 1 of a rollic…

Our story today begins with an airport fiasco, and ends with (part 1) of an immersive experience at the new TWA Hotel at JFK. It’s all about the importance of empowering your employees to delight your customers, and paying attention to those little detai…

Overchoice (a term originally coined by Alvin Toffler) describes the scenario where people have a difficult time making a decision when faced with too many options. I recently experienced this phenomenon firsthand when buying a new couch that offered, es…

The average B2B buyer receives more than 100 email a day. They switch between tasks 300 times a day, and use 56 different apps or websites. Let’s face it, we’re overwhelmed with content. Economist and social scientist Herbert Simon put it best when he sa…

Today is “Pretend to be a Time Traveler” day. So, we’re going to do just that. What would a time traveler from, say, 125 years ago, think of some of our customer experiences?

The marketing world has changed. We’ve moved from a broadcast model, to a conversation model. It’s no longer about yelling your message to unwilling recipients. It’s about authentic conversations that change minds and behaviors.

95% of consumers will tell someone else about a bad customer experience. That’s why delivering great customer experiences has become paramount.

We soar to new heights this episode as we look at how Otis Elevators uses the Internet of Things (IoT) to actually solve problems before they happen.