Mary Ann Markowicz
What is the Real Ultimate Question?
This Heinz Tomato Ketchup photo is making the rounds on most social channels and is being touted as the perfect illustration of Customer Experience. ...
HR the Real Brand Experience
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. ...
Democracy: The Ultimate Customer Experience Strategy
"The US Gov needs a #CX touchpoint assessment. Seems the GOPs and the DEMs are no different than siloes in companies where bonuses...
Can CX Help USA Co.?
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...
Asurion Publishes Customer Survey Scores on Their Website
Asurion, a mobile device protection company, is publishing their customer survey feedback scores and their customers' comments on their website. Bold and market...
Nobody Really Puts Customers First’ – Arthur Levitt
"Nobody really puts customers first," Arthur Levitt, the former chairman of the Securities and Exchange Commission and now a policy advisor for Goldman Sachs,...
GoDaddy Offers Improved Seamless Effortless On-Line Service
One of the topics CS/CX leaders think about often is how to make service seamless and effortless, which of course ultimately creates a great...
Netflix Continues Decline; Stock Sell Off
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…
Stock Prices Tied to Customer Experience; Netflix
As a Customer Experience leader, I am regularly asked for proof that customer experiences are tied to a company's finances. Netflix could not...
Choosing the Best Social Media Monitoring Tool
So much social media and so few tools – or maybe not. Tools to monitor, measure, and manage social media usage and conversations...