Customer Experience (CX), Customer Relationship Marketing, Voice of Customer Research, Customer Engagement

Whitepapers and Videos


Achieving customer experience

excellence at seven critical

life cycle points


24 Tips for CX Innovation

New Whitepaper


3 Keys To Addressing Today’s Retail Personalization Gap


Strategies for Transforming Your Customer Experience


5 Ways to Use Human Data to Drive Deep Engagement


8 Questions to Determine if Your Company is Committed to Personalizing the Customer Experience


8 Essentials for Effective Online Communities


MarketingSherpa Interview; VoC research insights for MassMutual and Gilt



I wrote this book to help marketers treat customers the way we, as consumers, want to be treated, and at the same time, achieve double-digit increases in response and revenue.

The essential bootstrapper’s guide to high-impact marketing... If you’re running an entrepreneurial company, buy this book, read it, make your management team read it, and begin implementing the ideas today.
— George Gendron Editor-in-Chief, Inc. magazine

Voice-of-the-Customer Marketing

Available at Amazon and Barnes and Noble