In my travels and meetings with company executives one thing has been standing out in the majority of these discussions.  I’m being asked, “Why is it that everyone in my industry is starting to look and act the same and the customer is seeing us as one big non-differentiated group of companies?”  What does this mean?  [...]

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Carly Fiorina, a household name in the business world, was a guest speaker at Seattle Pacific University’s annual breakfast meeting in Seattle last week.  There is no question she is one of the more controversial people in business today and was the center of attention for several years during her demise at HP.  But, whether [...]

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I just recently released an article, “Marry Your Customer – Creating Trusted, Loyal Relationships,” on our website, www.customerexperiencesinc.com, to share some thinking I have had for quite a while.  It also supports what I have been seeing in various client situations and since it is so “simple yet powerful,” I wanted to share my thinking [...]

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