Category Archives: customer experience

HubSpot CMO Mike Volpe talks about the Why and How of inbound marketing

Mike Volpe, is the Chief Marketing Officer of HubSpot, a leading marketing technololgy company. He joined the company as its fifth employee in 2006 and helped grow it in 8 years to over 10,000 customers. He and his team produce over 50,000 leads per month. A shorter version of this interview appears on the IDG […]

In the Age of the Customer, superior customer experience is the path to success

We live in the age of the customer. Never before have customers had so many options, so much information, and so much power. What customers wants from companies is simple: a consistent, high-quality, on-brand experience every time they interact with the company. Consistency is one of the most important parts of this formula. Customers don’t […]

Massachusetts Maritime Academy has a wicked awesome simulator

Recently my wife and I rode in the Cape Cod Getaway, a 150-mile fundraiser for the National Multiple Sclerosis Society. After the first day of riding, the 2,000+ cyclists stayed overnight at the Massachusetts Maritime Academy, an 1100-student state college with such programs as Environmental Science, Marine Safety, Maritime Transportation, International Maritime Business, and Engineering. […]

When bad content happens to good websites

Publishers with quality content are undermining their brands and providing their visitors with a poor experience by attempting to maximize revenue through paid links to poorly targeted, often low-quality third-party content. You can read my full post, and the very lively discussion it provoked, including a response from Outbrain, on the Econsultancy blog at  

CX Smackdown! The visionary founder versus the customer experience designer!

“Customers don’t know what they want until we’ve shown them.” – Steve Jobs According to Forrester, we’re now in the Age of the Customer (having, over the past century, previously gone through the Ages of Manufacturing, Distribution and Information). Customers now have far more choice, and far more power, than ever before. And with the […]