Dave Fish

Will the Automotive Good Times Roll?

2015 has been a great year for automotive sales with a 17.1 SAAR (Seasonally Adjusted Annual Rate). This is especially spectacular when compared to...

Staying Close to Your Flock

When’s the last time...

I Knew You Wanted That

2015 will challenge companies to take their CX from reactive to preactive. If you have ever been to a great restaurant you know the value of world-class...

You Can’t Fix Everything…

“You should have let us know and we would have fixed the problem for you,” said the hotel clerk as I checked out and listed a litany...

Why We Shouldn’t Be Satisfied with Satisfaction Questions

On a scale of 1 to 10 with 1 being completely dissatisfied and 10 being completely satisfied, how would you rate how well your...

When Marketing Automation Goes Bad

If you’re like me, you’re inundated with emails from marketers. This makes for a less-than-positive customer experience with companies in many cases. Marketing automation...

Emotion > Rationality (Sometimes)

I purchased a “previously owned” Land Rover LR3 and I have had nothing but problems ever since I bought it.  Nothing major—the “tyre pressure...

CEOs Set the Tone for Customer Experience

About one year ago, after a long and harrowing day on delays, cancellations, and re-routing, Delta passenger Jessie Frank was on her way to...

The ROI on Kindness

“May your children die a horrible death!” screamed the disheveled passenger at the TSA agent at Chicago O’Hare airport last week.  I guess he...

A Simple CEM Challenge

As CEM professionals, market researchers, and data scientists we sometimes get caught up and enamored with the powerful analytics that are at our disposal. ...

Is your CXM Program Behind the 8-Ball?

So it’s 2014.  Has your CXM system really changed in the last decade? I mean, not just gone from mail to email, but fundamentally...

It’s Time to Country-Up CXM

I recently moved from Los Angeles to Northwest Arkansas.  So, as you might imagine, I have undergone somewhat of a culture shock in recent...

Automotive Apathy: Have Youth Fallen Out of Love with Cars?

When I was growing up, I loved to watch Starsky and Hutch in their red and white Ford Gran Torino catching bad guys using...

Finding More Meaning than Only a Mean

Do you really need super charged analytics to gain insight? You say the word "insight" and people instantly think you need to engage...

New Posts