Charles Wilson Conn (July 27, 1938 – April 29, 2022, aged 83) 4pm ET, Friday May 6, 2022 — my Dad died exactly a week ago. It’s time for me to share some thoughts. How do you summarize a life in a few hundred words? As his oldest son, I’m …more
Everyone loves a parade. Including me. Today we talk about my own participation in the venerable Macy’s Thanksgiving Day Parade, and why process, organization, and workflow are so valuable when building customer experiences. Because you’ve got to get the little things right, in order for your customers to enjoy the …more
People love to receive. But they also love to give. When considering experiences, don’t think only about what you’re giving someone — think about what you can enable them to give to others. For example, I love driving my DeLorean. But people around me seem to love it just as …more
Understanding how your customers actually engage with you is too often undervalued. Generally, we build a process and assume it’s working. Meanwhile, our customers are having little (or big) issues that hurt the overall experience. Finding these broken flows is critical to happy customers. And, if you’re selling B2B solutions, …more
Part character, part candy, and all collectible. It’s PEZ day on the CXM Experience as we look at the experience of their whimsical dispensers and the little candy bricks that fill them. Plus, a peek into a little-known PEZ pivot in the 1950s that ensured their ongoing success. See all …more
Who doesn’t like those tiny, fruity PEZ bricks? And who doesn’t like PEZ dispensers? From Baby Yoda to Marilyn Monroe, there’s a dispenser for everyone. This fantastic article from Smithsonian Magazine does a wonderful job of outlining the history of PEZ, the global candy phenomenon which has become a cultural …more
Two customer experiences for the price of one today. First, the thrilling conclusion of my Lovesac Sactional purchase. And second, a fascinating Twitter experiment that uncovers a brilliant, and surprising, Subaru social media marketing effort. See all Copernican Shift podcastsThe Copernican Shift on Apple Podcasts PODCAST TRANSCRIPT Amazing. 2021, the …more
There’s a temporal component of holidays. That’s why so many people love Christmas music and decorations on December 25th, but not on October 30th. It’s all about timing. The same can be said for your customer experiences. In this special holiday episode we look at the magic of Christmas, and …more
If you know me, you know I love Christmas. The last couple of weeks in December are my favorite two weeks of the year. On this special holiday edition of the CXM Experience we slow down and focus on what’s really important. Because sometimes experiences can be quiet, focused, and …more
The marketing world has changed. We’ve moved from a broadcast model, to a conversation model. It’s no longer about yelling your message to unwilling recipients. It’s about authentic conversations that change minds and behaviors. Comedians get this, which is why they’re able to influence your thinking, without you even knowing …more
A little over a year ago I said “bye-bye” to both Microsoft and Seattle (previously) and started a new adventure at Sprinklr. …more
Welcome to the Western World’s second most conflicted holiday — another combo religious/solstice holiday which raises strong passion from both sides … …more
December 19th! He’s GETTING CLOSER! As part of our countdown to Christmas, I thought it’d be fun to post a classic Christmas …more
December 2nd! He’s GETTING CLOSER! As part of our countdown to Christmas, I thought it’d be fun to post a classic Christmas …more
Here’s today’s Leo: “When a man knows deep in his bones what is right, and keeps acting on it, he avoids the …more
