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    Eric Ullman

    Eric Ullman

    All posts by Eric Ullman

    Former software product guy and company founder turned customer experience strategist.

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    • Facing the Facts: Are You as Customer-Centric as You Think? Facing the Facts: Are You as Customer-Centric as You Think?
      Facing the Facts: Are You as Customer-Centric as You Think?
      August 16, 2016
      Customer Development

      The late Steve Jobs did not have a monopoly on the reality distortion field. The truth is that we all live in one of our own creation. As human beings, we’re self-centered—we see the world through our own eyes, and that experience becomes our truth. But what is true for us might not be true for someone else. This can be seen in the massive disconnect between how comp…

      Eric Ullman by Eric Ullman
    • Why Is Customer Experience So Hard to Explain? Why Is Customer Experience So Hard to Explain?
      Why Is Customer Experience So Hard to Explain?
      August 03, 2016
      Customer Development

      When I tell someone what I do—customer experience consulting or customer experience management—the most common reaction is a nod. Sometimes the nod is accompanied by a murmured, “Mmmm…” But I’ve learned that, more often than not, a miscommunication has begun to take place. Customer experience is one of those topics that people hear mentioned and often think is someth…

      Eric Ullman by Eric Ullman
    • Are We Asking the Right Questions of Our Customer Data? Are We Asking the Right Questions of Our Customer Data?
      Are We Asking the Right Questions of Our Customer Data?
      June 28, 2016
      Customer Development

      You have customer data coming out your ears Chances are excellent that you have amassed a great deal of quantitative and qualitative data about your customers: demographic, transactional, social, behavioral, perhaps even emotional. Some of it is structured; some of it isn’t. Becoming more adept at slicing and dicing that data in ways that help you make better operat…

      Eric Ullman by Eric Ullman
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