Dave Fish
Dave Fish, Ph.D.
Dave is the founder of CuriosityCX, an insights and advisory consultancy for Customer Experience. Formerly he was CMO for MaritzCX, now an InMoment company. He has 25+ years of applied experience in understanding consumer behavior consulting with Global 50 companies. Dave has held several executive positions at the Mars Agency, Engine Group, J.D. Power and Associates, Toyota Motor North America, and American Savings Bank. He teaches at the Sam Walton School of Business at the University of Arkansas. He is the author of "The Customer Experience Field Guide" available on Amazon and BookLogix.com.
The Four Principles of CX Design
Two comedians are interviewing for a job at a comedy club. The first comedian tells the owner how funny he is and how...
CXEvolution Stage 1: Don’t Hide From Your Customers
“Ma’am, I don’t know who the owner is,” the pool construction company representative said. My wife paused, looked at me briefly, and took a deep...
A Free CX Design Tutorial from my Barber, Johnny
To immerse yourself in what good customer experience design looks like, one need to go no further than the Riviera Barber Shop in Redondo Beach,...
Ask the Scary Questions to Improve Your CX: CXEvolution
If my answers frighten you, then you should cease asking scary questions. – Jules Winnfield 74.8. That was the baseline measure of the National American Customer…
The Sweet Pinnacle of CX Maturity
You know it when you run into them. Organizations that just get it when it comes to customer experience. You see it in the...
Using Design Thinking to Supercharge Response Rates
If I had a nickel for every article I’ve read about ways to improve survey response rates, I think I would have about $523.25....
You Organization’s Secret Weapon
With the tightening labor market, organizations are hiring again in droves. The demand for talent is high, and finding, attracting, and retaining that talent...
The Righteous Path to CX Outcomes
“That’s why we hired you!” The executive from the now defunct automotive brand was clearly agitated and I wasn’t helping things. “If our scores don’t go up, why would we continue to do business with you?” he bellowed, turning a worrisome shade of red. A fair question. As a neophyte to the supplier world nearly 20 years ago, I cheerfully explained that the act of measurement,…
Why You Should Be Designing Experiences, Not Products
Product. Designers think they are building it, marketers think they are promoting it, and sales people think they are selling it. They are all...
Gutenberg 2.0
The genius of Johannes Gutenberg‘s printing press was in its ability to radically increase the distribution of information. No longer were scribes required to hand transcribe documents, complete with errors. Information could now be quickly and flawlessly mass produced. It was a radical innovation in information distribution, and arguably the beginning of the information age. We are now upon the leading edge of another distribution revolution....
The Other Half of the CX Glass
“When I did good, I heard it never. When I did ill, I heard it ever.” This was the idiom on a placard that hung on my grandmother’s kitchen wall for over 30 years. I really didn’t understand what it meant when I was 8 years old, but it rings...
CX Metric Obsession
As a people we are obsessed with metrics. In our professional lives we fret over revenue, gross profit, contribution margin, market share, sales efficiency,...
Tesla: The Future of Automotive Retailing?
Tesla is not only redefining what the automobile is; it is fundamentally disrupting how vehicles are purchased in the United States. And, according to...
Airline Twitter Responsiveness: Who earned the Eldorado and the Steak Knives
“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. On Friday, July 25th at precisely 8:44am I invited all the...
It’s Not You, It’s Me. The Quiet Breakup with Mass Market
If he were alive today, Henry David Thoreau might breathe a sigh of relief at having made it to today through the greed and materialism...
Understanding Generational Differences in Retail: The Law of the Hammer
“When you have a good hammer, everything looks like a nail.¹” We tend to see our world through the lens of our favorite tools....
The Sorcerer’s Apprentice Generation
I don’t care what companies know about me, I’m really not that interesting. This is what Nina, my 20-something running friend, mentioned the other...
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...