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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
Thanks to Kaspersky for this image that shouts "Wow!" Hey, do you want to know how to create an experience that customers will love? Remove the friction. It's that simple. Well, sort of. First you have to find the friction. So let's start there... What is friction in the customer... Continue reading
Posted 4 days ago at Through the Eyes of the Customer
Thanks to the Portland Press Herald, for showing it like it is when snow falls on the Turnpike. Friday's PET Scan has been postponed to Monday. Not because there 15 inches of new snow in our driveway Friday morning (my John Deere snowblower kicks ass.). And not because the staff... Continue reading
Posted Jan 6, 2018 at Stage 4 Thinking
Last week's post focused on the three elements of an exceptional customer experience: It needs to be effective, easy and emotional. "Effective and "easy" are pretty straight forward. But "emotional?" Not so much. How do you add emotion to the customer experience? The word "emotional" is abstract. But specific emotional... Continue reading
Posted Dec 29, 2017 at Through the Eyes of the Customer
Thanks to David Stimac Photography for this inspiring image of contrasting life within the stillness left by storm. At this time of year, we tend to look back over the past 12 months and think about where we've been, what we've done, and what the next year is likely to... Continue reading
Posted Dec 23, 2017 at Stage 4 Thinking
McKinsey and other top tier consultancies have been counseling clients on the importance of customer experience, for years. Customer Experience has evolved from a fad, to an ongoing strategic initiative for many organizations. Implementing strategic initiatives can be a huge undertaking, but there is a method to improve the customer... Continue reading
Posted Dec 23, 2017 at Through the Eyes of the Customer
There’s a lot of hype these days around Artificial Intelligence (AI). In an October 2017 interview with Knowledge@Wharton, Apoorv Saxena, lead product manager at Google and co-founder of the AI Frontiers conference said, “now computers are able to transcribe human speech better than humans.” Did you read that right? Did... Continue reading
Posted Dec 15, 2017 at Through the Eyes of the Customer
This morning at 10am, I'll be going into the imaging center at Mercy Hospital's Fore River Campus to have my head scanned, via MRI. They'll be looking for lesions on the brain, and tumors on my retinas. The scans will most likely reveal nothing. Well, not nothing - there are... Continue reading
Posted Dec 15, 2017 at Stage 4 Thinking
I'm thankful for beating the odds. I'm thankful for M.A.'s constant love and support. I'm thankful for children who make me proud every moment of every day. I'm thankful for siblings who've given me memories and lessons for growing, learning and navigating life. I'm thankful for friends who support me,... Continue reading
Posted Nov 23, 2017 at Stage 4 Thinking
One of the challenges of living with cancer is having to adjust your lifestyle. The effects of cancer prevent you from participating in activities that were formerly part of your daily routine. They also force you to cut back on other activities that contributed to your enjoyment of life. Losing... Continue reading
Posted Nov 7, 2017 at Stage 4 Thinking
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