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.
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...