Customer experience: Doing nothing can work, except when it doesn't

social enterprise thumb Customer experience: Doing nothing can work, except when it doesn'tistock

This is another in my continuing series of guest posts to put some of the foremost experts and smarter thinkers in front of you.

Let me introduce you, once again, to Rich Toohey. Rich, if you remember, has graced these “pages” before (see here for his post on omnichannel) back when he was VP of Marriott Rewards for (what else?) Marriott International. He is now a consultant/adviser/thought leader in the customer experience space making his way into the upper echelons of thinkers. He calls his company, rather elegantly I think, Resolvere Insights LLC, Their focus is one that is near and dear to my heart: developing strategies and programs for loyalty, customer experience and customer engagement. Pretty, pretty, pretty good.