Author Archive | Mary Ann Markowicz

What is the Real Ultimate Question?

Blog post by on July 6, 2014

This Heinz Tomato Ketchup photo is making the rounds on most social channels and is being touted as the perfect illustration of Customer Experience.  Smart CX professionals know better. Although the bottle design changes are easy to …

HR the Real Brand Experience

Blog post by on August 28, 2013

Update to this post… It is August 2013 and a few things have changed in the realm of recruiting and candidate/customer experiences since 2011. The economy is reported as improving (although scores of professionals are still unemployed), …

Can CX Help USA Co.?

Blog post by on August 15, 2012

Being a CX professional and watching this year’s election process, I am dumbfounded at how out of touch our whole election process is and how badly the Federal Government services we constituents/customers. I seems to me that …

Netflix Continues Decline; Stock Sell Off

Blog post by on October 24, 2011

Netflix continues to hemorrhage customers and its stock price is reflecting these defections. Per today’s Huffington Post, “Netflix has lost 800,000 subscribers in the last three months, according to numbers released as part of the company’s third …

Choosing the Best Social Media Monitoring Tool

Blog post by on October 9, 2011 Editor's Pick

So much social media and so few tools – or maybe not. Tools to monitor, measure, and manage social media usage and conversations seem to be proliferating just as fast as Facebook, Twitter, and Google make changes …