Taking a Better Picture of the Customer Experience
August 14, 2015

Fresh out of undergrad, one of my first jobs was as an Electronic Banking Field Sales Coordinator.  My role was essentially…

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How Simple Survey Data Makes Your Marketing Smarter
August 10, 2015

One of my favorite bands, Baltimore’s Beach House, have a new album right around the corner, and prior to release, have…

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Can Do Customer Centricity – Mapping the Customer Journey with Data
August 5, 2015

Read the companion post from yesterday here. I just returned from a speaking engagement on the topic: “How Data Drives Customer…

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How Data Drives Customer Engagement That Works – Lessons from the PIMA Mid-Year Meeting
August 4, 2015

I was fortunate enough to be one of the speakers at the recent PIMA Mid-Year Meeting held in beautifully scenic Stowe,…

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Smart Meters and Data Analytics Equals Stronger Relationships
September 23, 2013

Consumer engagement in the credit card and wireless industry was revolutionized by the infusion of data analytics- just look at the…

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Customer Service: You’re Doing It Wrong
December 7, 2012

I just Googled “World Class Customer Service” and instantly received over 28,300,000 web results on the topic.   Everyone likes to claim…

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Does Your Customer Experience Measure Up?
September 28, 2012

At a recent client meeting, I had the pleasure of witnessing the accolades poured upon our sales and account services team…

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Does the NFL Care About Their Customers?
September 26, 2012

If you watched Monday Night Football’s blown call on the final play of the Green Bay Packers vs. Seattle Seahawks game,…

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