Engagement is like Sunday Brunch

I was out at Sunday brunch last week and a question struck me: Is brunch really brunch if it’s not a buffet? The answer is no. The point of brunch is that you get to try a little of each thing. You wouldn’t order a full serving of huevos rancheros, a burger and fries...

Social Around the World

ComBlu was recently asked to help a client in the technology industry develop an approach for extending its successful U.S.-based feedback community into a variety of international markets. Intrigued by the assignment, we decided to back up and do a little research...

Too Many Charts, Not Enough Insight

Yesterday I was talking with a new client about our firm’s social listening program. Before I could begin explaining our approach, she stopped me and said, “I can’t take any more charts and graphics or 50- page reports!” I told her I couldn’t agree more. Listening has...

The Customer Experience Disconnect

  What’s Your One Thing? That was the headline that greeted us as we checked my son in for shoulder surgery at a suburban Chicago hospital recently. The whole concept centered on prompting patients (and their families) to share with the staff that one request...