• MARKETING INSIDER: CUSTOMER EXPERIENCE
    When The Easiest Fix Is To Buy A New One
    Working from home has its highs and lows, but a universal point of pain is when your computer decides to freeze and die. Let's listen in on a real-world scenario from this past weekend involving a Dell laptop, a Microsoft update and freelance writer/editor Carol Kopp.
  • MARKETING INSIDER: CUSTOMER EXPERIENCE
    Minus Execution, Shopping Is Emotionally Exhausting
    I'm shopping around for a new vehicle and while I was online comparing quotes for auto insurance, I was reminded that when execution is lacking, it's just one big frustrating disappointment.
  • MARKETING INSIDER: CUSTOMER EXPERIENCE
    Flexibility Saves The Day At The DMV
    DMV. The initials alone can evoke migraines.
  • MARKETING INSIDER: CUSTOMER EXPERIENCE
    Make it Easy, Make it Fun
    The realization that anything can be made easy and fun thanks to the Internet (and the expectation that it will be) came home again recently when I needed to rent a storage space for some belongings that don't fit anywhere but still are needed.