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

Whitepapers and Videos


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