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Episode #5

Format Changes There are a number of format changes to the show. Lots & lots.

What are they, you might ask? (no?)

1. Experience on the Edge is once a week - around 35-40 minutes - Tuesdays
2. The interview show will be monthly with an occasional additional special. It'll be a separate show called "Luminescence" (isn't that a COOL name?)
3. Brent Leary and I will be doing CRM Playaz at least twice a month with the launch TBD. Watch these pages and our blogs
4. Finally, EOTE has a new format internally too. The news continues, but then we analyze lists that I find, lists top of... worst of.... lists that I create and I get lists that you create and blab about them. Finally, we do the customer experience story with the lessons learned in that.

I Read the News Today Oi Vey

1. Forrester finds that CRM still doesn't do it for 260 companies
2. Microsoft tries to "acquire" Yahoo. No comment - but Techcrunch has one
3. Emarketer finds that lots of folks listen to podcasts

Lists

I announce a contest to change the lame name "Lists" to something else, invite reader submissions of lists, and take a look at the Inside CRM Top 25 Influencer List in some detail

Experience Matters

By highlighting several examples including one at the Intercontinental Hotel in Toronto, I show how granularly the customer experience is examined by customers and how disproportionately customers weigh results. An individual bad thing can outweigh multiple good things if it irritates the expectations of the customer.

Music for This Episode

1. Intro: Muddy Waters Got My Mojo Working from the album, The Lost Tapes by Muddy Waters Buy at Amazon.com
2. News: I've Got News from the album, The Wheel Man by Watermelon Slim & The Workers Buy at Amazon.com
3. Experience Matters: Use Your Experience by Charles Bobus. Courtesy of The Podsafe Music Network
4. Outro: Rollin' by Maria Daines. Courtesy of The Podsafe Music Network

This is a good one if you like hearing me calmly rant about things in CRM. Listen in. We're rockin' and rollin' Got GREAT music too.