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The Ideal Experience, They Deliver
As is our family tradition, the Mahoney clan retreats to a lovely resort each winter just before the turn of the new year. It’s a boisterous, quiet, exciting, relaxing time, and easily one of my cherished times of the year,…
The Bane of My Existence, RFPs Are
138 pages. That’s the length of the last RFP response I worked on. Seriously. RFPs are simply one of the worst customer experiences anyone might possible encounter. They are often complex documents, requiring assemble of resources from all across an…
Got Married, the Last of Us Did
Ahh, siblings. Love them, tolerate them, avoid them, you can’t always help but be related to them. Lucky for me, my brothers and I have grown closer over the years, and this year was a great year for The Brothers…
Until Morale Improves, Continue the Beatings Will
It’s easy to forget that the relationship between employer and employees is not just an analogue to businesses and customers. They are, for all intent and purposes, exactly the same. There is an exchange of goods and services (work) for…
Time to Fire Your Customer, It Is
In my role as a strategic solutions consultant, I work with my colleagues to accomplish two objectives: understand what our customers are trying to do and why, and effectively communicate the power of our solutions. A recent conversation with one…
Source of Good CX, the Holidays Are
Ahhh, holidays. I use that word, holidays, in both senses: a break from the regular working life usually spent with friends and family that often involves travel, and the traditional celebrations occurring near the end of the calendar year. They…
Tools of the Trade
OK, I admit it: I’m a bit of a geek. I love Dr. Who, Star Trek (In all its incarnations. Yes, even Enterprise.). I love playing with new technology, but only if that technology is something useful. I’m not all…
Keep It Simple, Survey (Author)
In my last post I emphasized the need to prevent getting “journey-jammed”, focusing too much on too large a goal than is practical to handle all at once. Here’ I’d like to comment on the tactical elements to get good,…
It’s the journey, not The Journey
I love to read. I’m voracious. From the sides of the box of morning cereal, to magazines, to books, to blogs, to tweets, and back again. If I have more than 30 seconds between tasks, you’ll find me head-down reading…