Customer criticism is a fact of life, but it's hard to take it gracefully. Nevertheless, customer criticism is a vitally important gift to any organization trying to grow and improve. Handling customer criticism well is one of the most important things you can do to...

Keith had had enough.  He had signed up with Amazing Page, a search engine optimization (SEO) provider seven months ago, and had almost immediately been disappointed with the results.  For months he had invested time and energy working with the vendor to get the success he'd...

This blog post got away from me. I initially intended it to be a simple article about the birth of the Total Quality Management movement and how it relates to the customer experience movement, but before I knew it, it became a launching platform for...

In the beginning, there was WordPress, and it was empty.   But hey, every blog has to start somewhere....