It's All About The Experience

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A blog about managing and improving customer experience and improving profits.


Business In a Post-COVID-19 World
Business In a Post-COVID-19 World
Learn how management will change as a result of the COVID-19 pandemic. How can your company leverage the threats and opportunities that arise?

Small Company + Big Data = Huge Impact
Small Company + Big Data = Huge Impact
Learn how even small companies can use big data to improve marketing and find new customers.

6 Steps to Affordable Video Marketing
6 Steps to Affordable Video Marketing
Need to develop a video for content marketing or social media? Here's a great how-to primer to get you started.

The Amazing Healing Power of Customer Lifetime Value
The Amazing Healing Power of Customer Lifetime Value
Customer Lifetime Value measures both retention and conversion in one number and provides leaders with a new understanding of customer profitability.

Finding Increased Profits through Better Complaints Management
Finding Increased Profits through Better Complaints Management
When properly analyzed, indexed, and tracked, customer complaints can be a source of market intelligence and a means of identifying process improvement needs.

Customer Relationship Management - Not Just for Big Business
Customer Relationship Management - Not Just for Big Business
Whether your company is large or small, starting a CRM is easier than you think and more important than you ever dreamed.

Portfolio Approach to Nonprofit Fundraising
Portfolio Approach to Nonprofit Fundraising
For nonprofits, the failure to properly value donated time can lead to significant resource-allocation errors. We describe a simple analysis that can help.

Time Lost, Money Lost
Time Lost, Money Lost
We are all used to managing our own time but rarely think about time as an organizational resource. Learn how to recognize and fix time loss in your organization.

The Seven Deadly Sins of Customer Experience
The Seven Deadly Sins of Customer Experience
Customer loyalty is essential to the profitability and economic health of businesses and nonprofits. Learn the Seven Deadly Sins, which drive away customers.

Of Good and Bad Retention Methods
Locking in customers is usually a bad idea. See what Comcast learned when a departing customer recorded his call.