About
Why did they do that? From when I was very young I had an innate curiosity about people.…
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Articles by Dave
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6K followers
Experience
Education
Licenses & Certifications
Volunteer Experience
Publications
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The Customer Experience Field Guide: A Practical Guide for Getting Things Done
BookLogix
See publicationWhile much has been written about the importance of customer experience, there has been little practical advice about how you actually set up an initiative from the ground up. “The Customer Experience Field Guide” is a step-by-step practical guide to set up a CX initiative from scratch or to overhaul an underperforming program. “The Guide” walks you through setting up provisional governance, creating personae, conducting journey mapping, developing and implementing metrics, and setting up a…
While much has been written about the importance of customer experience, there has been little practical advice about how you actually set up an initiative from the ground up. “The Customer Experience Field Guide” is a step-by-step practical guide to set up a CX initiative from scratch or to overhaul an underperforming program. “The Guide” walks you through setting up provisional governance, creating personae, conducting journey mapping, developing and implementing metrics, and setting up a complete system to drive meaningful and enduring organization change. Whether you have been involved in CX for decades or you are brand new to the discipline, this book will provide practical, real world advice and specific guidance on how to get your CX initiative up and running quickly, maximizing your organization’s time to value.
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Curiosity
Curiosity
See publicationOn going musings, ideas, and insane provocations on all things customer experience...and other stuff. Come take a look.
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Top CX Trends for 2015
Dave Fish
See publicationShort video describes trends affecting our world, how they relate to customer experience management, and what we should do it about.
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The Future of CX
MaritzCX
See publicationWebinar explores the future of CX and what companies should do about it.
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Do you Have Customer Experience Assassins
Maritz Research
See publicationCustomer Experience Angels and Assassins. They're out there ...lurking... but who are they and where are they? Organizations measuring customer satisfaction need to know who they are and where they are. Researchers need to understand them. This Web cast explains who they are, where they are and how to manage both when it comes to customer experience measurement.
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Automotive Journey Study
MaritzCX
See publicationVideo highlighting the results from the Automotive Customer Journey Study
Honors & Awards
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2010 LACP Magellan Gold Award Winner for "Cash for Clunkers" Report
League of American Communications Professionals LLC
Communication award for PR activity around "Cash for Clunkers" analysis and press release. Between March 9 and 15, 2010, there were 2 print articles and 6 TV segments for a total audience reach of 1,628,974. Twenty-five online articles and blog postings were produced with an audience reach of 6,906,911. In addition, requests for more information were received from the offices of Senator Bob Corker (R-TN) and Representative Betty Sutton, who posted the full press release on her Web site. In…
Communication award for PR activity around "Cash for Clunkers" analysis and press release. Between March 9 and 15, 2010, there were 2 print articles and 6 TV segments for a total audience reach of 1,628,974. Twenty-five online articles and blog postings were produced with an audience reach of 6,906,911. In addition, requests for more information were received from the offices of Senator Bob Corker (R-TN) and Representative Betty Sutton, who posted the full press release on her Web site. In total we had a total audience reach of 8,535,885 across a wide variety of media, including national and local broadcast, print, online and trade media.
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Maritz Masters Sales Award 2003, 2004, 2005, and 2006
Maritz Research
Sales award for revenue and profitability growth four consecutive years.
Organizations
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CXPA
Member
- Present -
AAPOR
Member
- Present -
American Marketing Association
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- Present
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