Elaine Fogel

customer experience

illustration of toiletThings are bad in the world of digital customer experience. In fact, it’s so bad that 42% of people would rather clean a toilet than contact customer service! Ouch.

Even though the recent Aspect Consumer Experience Index focused on American consumers, its findings are pertinent to most businesses or organizations. Bottom line… it’s always about being customer-oriented.

Let’s look at the index’s results to see where you can improve on your digital customer/brand experiences. Continue reading

Happy New Year

A new year, a fresh start, and an entire calendar waiting to be filled with exciting marketing, branding, and customer experience campaigns.


 May 2016 bring you much success!


All my best,

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beyond-your-logo-3dMy new book, Beyond Your Logo: 7 Brand Ideas That Matter Most For Small Business Success is now available in paperback and e-book. Click here for the list of booksellers worldwide where you can get your copy!




I'm sorry noteWe’ve heard it before and we’ll hear it again. I’m sorry, I apologize.  These empathetic statements are part of most customer service training programs.

Always apologize to customers when they complain. Oh, and sound like you actually mean it. In fact, practice making empathetic facial expressions in the mirror as you say it.


Saying sorry doesn’t cut it anymore. It’s just not enough. It’s a hollow rote response that’s bound to fail. Unless… Continue reading

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