Flooring The Consumer

When Customers Face Sensory Overload...

I see sensory overload becoming more of an issue for all of us. Imagine what it's like for our customers. How might we help them? Here are some thoughts on the matter triggered by a visit to Las Vegas. Recharge, Renew. Overcoming Customer Experien

Online or In-Store? Reinventing the Customer Experience

There's so much to be admired about the physical in-store retail experience! At the same time, there's so much painless efficiency in the online experience... Here are my thoughts about possibly reinventing the customer experience: Reinventing, Re-

How to Lose Customers: Verizon Customer Experience

Here's a story a friend shared. Yes, it's preposterous and it's a true story. How to Lose IBM Customers: Preposterous Verizon Customer Experience Have you encountered a similar situation? Thanks for reading! Best, C.B.