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Jim Watson
Portland, Maine
I’m a customer experience change agent. I help organizations improve their business results by improving the way they engage with customers through marketing, sales, customer service and support. To find out more, visit
Recent Activity
A lot has been said and written about how your outlook on life determines your level of happiness; how appreciating what you have determines your overall well-being. I've conscientiously tried to act that out for the past 33 months. But here's the thing... when you try to employ an abstract... Continue reading
Posted Oct 14, 2017 at Stage 4 Thinking
How much time do you spend worrying? How many of those things that you worry about actually happen? Probably less than half, right? Is that because worrying about them made them not happen? Probably not. If worrying doesn't stop bad stuff from happening, then what does? 2 Things: Low probability... Continue reading
Posted Sep 23, 2017 at Stage 4 Thinking
Last week's post, "The Good News and the Angry Bones" summed up my current state with this formula: Over-use + Age + Cancer = Angry Bones. While tired, painful bones can be rain on your fitness parade, they have an upside. For starters, they make you think. Think about alternatives.... Continue reading
Posted Sep 10, 2017 at Stage 4 Thinking
Wednesday was the big day. Wednesday was the day that our oncologist would tell us what he saw in Monday's PET Scan. The 3 possibilities: The cellular activity on my hip is actively growing cancer cells. They're growing slowly, so we'll continue to take the Alectinib chemotherapy drug to allow... Continue reading
Posted Sep 2, 2017 at Stage 4 Thinking
In the last post, "The Big Picture is the One that Matters," I described the very positive second opinion that we received from the Dana Farber Cancer Research Institute. The opinion was that the "new cancer" in my left hip was progressing slowly, and having a low impact on my... Continue reading
Posted Aug 26, 2017 at Stage 4 Thinking
In the last post, I talked about the "new" cancer in my hip, and how that signaled the current drug had run its course. That was before the second opinion. Earlier this week, M.A. , Jim II (he's finally home from Indy for a few weeks!!!) and I met with... Continue reading
Posted Jul 19, 2017 at Stage 4 Thinking
It's been slightly over two months since I've written anything here. I'll blame the lack of writing on an excess of traveling, combined with the purchase and move to a new home. Travel to Atlanta, New York, Indianapolis, London, San Francisco, Paris, Los Angeles, Chicago, San Francisco (again) and Richmond,... Continue reading
Posted Jun 24, 2017 at Stage 4 Thinking
July 15 will mark the half-way point between our initial cancer diagnosis and the 5 year mark. Why acknowledge 5 years? That's the statistical point at which 95% to 99% of the people who've been diagnosed with Stage IV non-small cell lung cancer have passed on. As Yogi Berra used... Continue reading
Posted Apr 22, 2017 at Stage 4 Thinking
(This is a guest post by my daughter, Shea Watson) In January 2015, the best guy I know was diagnosed with Stage IV non-small cell lung cancer. None of us knew what to make of it-- we just knew it really, really sucked. When you're told the healthiest person you... Continue reading
Posted Mar 21, 2017 at Stage 4 Thinking
There's a scene that replays in my mind a lot: M.A. and I were sitting in the doctor's office when he gave us the news that a tumor was growing inside my left lung, with others on my ribs and spine. He asked me how I felt: "I don't know... Continue reading
Posted Mar 12, 2017 at Stage 4 Thinking
I writing this on an Aer Lingus flight from Dublin to Boston. As I do before most longer flights, I bought a cup of coffee to bring on board. But the Aer Lingus gate agent informed me that airline policy forbids passengers from carrying hot beverages onto their airplanes. It's... Continue reading
Posted Mar 10, 2017 at Through the Eyes of the Customer
Cancer can be transformative - in a good way. It can cause you to sharpen your focus on those things that really matter in life - relationships and experiences. But as the voracious consumers that we are, our "stuff" can get in the way of that focus, or at least... Continue reading
Posted Feb 25, 2017 at Stage 4 Thinking
Time is said to be the great equalizer. It's arguably the most precious resource we've got. No amount of technology can create more time. (Electronic planners and organizers can only help you use your time more efficiently. They can't produce more of it.). We're all limited to 24 hours in... Continue reading
Posted Feb 24, 2017 at Through the Eyes of the Customer
Customer Service is about creating positive memories for your customers. But these memorable events typically are not created during "business as usual." They happen when there is a breakdown in the normal process. They happen when something is standing in the way of completing the service transaction. The memory is... Continue reading
Posted Feb 19, 2017 at Through the Eyes of the Customer
One of the many downsides to cancer is the degenerative effects it has on your body. Cancer can cause you to lose weight, hair, eyesight, internal organs, and even hope. All of you, or Part of you? With all this degeneration occurring within you , it can be easy to... Continue reading
Posted Feb 11, 2017 at Stage 4 Thinking
Vince Lombardi, the legendary football coach once said: Some people try to find things in this game that don't exist; but football is only two things - blocking and tackling." In any endeavor, if you can identify the basics, and practice them to the point where you can execute them... Continue reading
Posted Feb 10, 2017 at Through the Eyes of the Customer
It's been just over a two years since Stage 4 Lung Cancer entered our life. And along with that, "Stage 4 Love and Caring" from family and friends. It's been nearly one year since the cancer spread to areas above the neck (I've never liked using the term "metastasized" because... Continue reading
Posted Jan 28, 2017 at Stage 4 Thinking
It happens to me every time I call Delta Airlines customer support. I love to hear it. In fact, for some quirky reason, it's one of the reasons that Delta is my first choice whenever I fly. Dale Carnegie swore by it. And Accenture recently found through surveying consumers in... Continue reading
Posted Jan 27, 2017 at Through the Eyes of the Customer
It seems every time I take my car to the dealership, they have trouble finding me in their system. That’s because their system can only access a customer record under the customer’s full name. Not the last name, not the phone number, but only by the complete name. So if... Continue reading
Posted Jan 21, 2017 at Through the Eyes of the Customer
When I first learned that I had cancer, I became more sensitive to how I would spend my time. Instead of watching this game on TV, should I be in the kitchen, talking to M.A. while she's preparing dinner? Instead of reading this book, should I be face-timing with our... Continue reading
Posted Jan 21, 2017 at Stage 4 Thinking
An article in the January-February 2017 issue of Harvard Business Review says that “Across all industries, fully 81% of all customers attempt to take care of matters themselves before reaching out to a live representative.” If you’re running a Service Center, that should be music to your ears. If you... Continue reading
Posted Jan 9, 2017 at Through the Eyes of the Customer
As I write this, I'm returning from a quick trip to Paris - two full days of meetings wrapped in 3 days of travel, time changes and jet lag. Don't get me wrong - working for a Paris-based venture does have its benefits - especially if you take time to... Continue reading
Posted Jan 7, 2017 at Stage 4 Thinking
QR codes have been around for a while, but many companies are still trying to figure out how to use them. Some use them well, and some, well, not so much. First the Good: The Cybex Arc Trainer at my gym has a QR code printed next to the console.... Continue reading
Posted Dec 28, 2016 at Through the Eyes of the Customer
When I turned 50, I felt like I'd reached my "halftime" in life. I felt good about what I had - primarily the fortune of a wonderful wife, raising two fine children, and living in a beautiful part of the country. But I began thinking about some of the things... Continue reading
Posted Dec 4, 2016 at Stage 4 Thinking
If there's one thing I can't stand, it's waiting. When I'm forced to wait, I feel like someone is stealing a part of my life that I'll never get back. And I suspect many of your customers may feel the same way. The purgatory of waiting can negatively impact the... Continue reading
Posted Dec 2, 2016 at Through the Eyes of the Customer