Masthead header

Category Archives: Client Experience

Today I have two morsels for you to consider, and I’ll leave it to you to decide whether they are related, and how you’ll wield them in the future. Thought #1 – A little over ten years ago, a couple of researchers set out to understand the phenomenon of “customer revenge.” Sometimes when a customer […]

View full post »

It’s when a client does something that feels scuzzy. Something that isn’t technically against your contract, but you’re still pushpins-in-your-pants uncomfortable with it. Or when you go buy something at a store, then get home and realize that the coupon (which was the whole reason you bought the item) is still folded neatly at the […]

View full post »