Hello and Welcome to the Customer Experience Café!
Like all coffee shops, I hope you will find this a comfortable place to come read about and discuss all matters of customer experience. This subject has been the focus of my professional career for the last 10 years. Today, I help enterprise customers develop a customer-centric philosophy and deliver on the experience promise they define for the themselves. Of course, I am also a consumer. Like all of you, sometimes I suffer through horrible service experiences, and other times I am absolutely delighted.
This blog isn't intended to be a forum for people to complain about poor customer experiences or rave about great ones. All companies deliver both. The point is to discuss the trends and technologies that I see in the marketplace and how they are impacting customer experience delivery.
So, thanks for reading me! Hope you like it.
