I recently shared with some collegue the need for digging a little deeper when new technology or solutions intended to serve people with disabilities are introduced to the market. On the surface these tools or tech can look like the answer to disability inclusion and equity. However, when you start to do a little research,Continue reading “Shiny Objects: Not All Innovations in Disability are Gold”
At the beginning of the pandemic, when I first started this blog, I shared how many small businesses were transforming their business models to respond to local lockdowns and how large businesses should take some of those learnings and apply them to their business models. And we even saw a number of large businesses take those ideas and leverage them effectively.
However, as the world has opened up a bit more, businesses that pivoted out of necessity to survive the early days of COVID, have started to return to their old ways of doing things. And, this is a problem.
I did it! I committed the number one mistake when it comes to customer experience… and I’m not proud. I ghosted YOU, my dear readers! As you may have noticed, I’ve been posting less frequently the past few months. There are a few reasons for that, but I didn’t tell you why before I stoppedContinue reading “Don’t Do It! The Number One Mistake We Make With Our Customers”
I’ve participated in a number of trainings lately for entrepreneurs and small businesses and have noticed many of the trainers using the phrase, “you own your email subscriber list and no one can take that away from you.” Today I’m going to share with you how the “myth of email list ownership” can be dangerousContinue reading “You don’t own me! The myth of email list ownership.”
We are a few short days away from the official start to the holiday season, and as with everything in 2020, its going to look a little different this year. Many states in the US are imposing new restrictions on capacity in stores, restrictions on the number of people at gatherings and encouraging people toContinue reading “Winning in CX Delivery for Holiday Shopping Season 2020”
Zappos recently announced it would begin selling single shoes and mixed size shoes on its site. Those with orthotics or the need for a single shoe are singing the company’s praises. As am I! My child has used orthotics for several years now and finding the right shoes that will fit is a challenge. WhileContinue reading “Evolving eCommerce: How Zappos’ Adaptive Products Take Inclusive CX to the Next Level”