The CX Blog

I’m not entirely happy with Clearwire these days. I’ve been using them for 2 years and have been happy for the most part all along, but the last month, speed has become very unreliable and the refurbished modem they just sent (they called it “new” but I can tell it’s used–and I’m cool with that, so long as it’s been improved since its last owner) is not a huge improvement over the one I’m sending back.

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Your brand and all the buzz around it is made up of a zillion micro-experiences–that’s Customer Service as the new Marketing in action. With all virtual channels open 24/7, enabling conversations about your company to happen globally all the time, the actual experience of your company trumps what you say about your company. Seth Godin has been hammering this home for a few years now, and a growing number of companies are finally getting it.

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Way back in the early days of Amazon, our big concern was how to create a real connection with customers even though we were a pure-play (does anyone even think like this anymore? I don’t think so–pure-play now refers to online gaming cos

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