Dave Fish
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 pick up her 12-year-old Type I Diabetic daughter from summer camp. Jessie learned with despair that she was eighth on...
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 was upset that he could not go down the TSA PreCheck line, since he…well…did not apparently register and/or qualify for...
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. We can quickly run advanced multivariate, Bayesian, neural network, machine learning algorithms, and thousands of other advanced analytical techniques with...
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 changed? If you aren’t thinking about the following, nay doing something about the following, you might be behind the times. ...
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 weeks. I have to admit, it hasn’t been all-bad. One thing that immediately strikes you here is that people are...
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 the signature hood slide with really bad hair. Okay, Burt Reynolds was a bit cheesey (killer ‘stache though), but hey...
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 in super-statistics such as multi-nomial logit modeling with recursive Bayesian based Gibbs sampling to find it. In reality, some...