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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
Hey, I'm back. It's been 5 months since I last wrote on this blog wall. I'll offer both an apology and a "you're welcome" for the absence. Choose one. It's not that nothing has happened since April 7. There's always something kicking around in the mind and body of a... Continue reading
Posted Oct 12, 2018 at Stage 4 Thinking
People say we remember two things in every presentation; we remember the first thing that's said, and the last thing the presenter says. The same can be said for a customer experience; we remember the first touch point, and we remember the last touch point. That's not to say that... Continue reading
Posted Apr 26, 2018 at Through the Eyes of the Customer
We all have stress in our lives. And cancer throws more on the pile. About 18 months after my diagnosis, I began meditating on a daily basis. Prior to that, mediation was in my "someday" pile. A few close friends meditated, and I'd talked about it with each of them,... Continue reading
Posted Apr 7, 2018 at Stage 4 Thinking
Often, the problem isn't what happens to us, but how we respond to what happens. Swimming laps at the Y is a great example. But first, a little "back story"... My Prior rants described two ailments (spinal compression fracture, and persistent pain in my knees, thighs and hips) that have... Continue reading
Posted Apr 1, 2018 at Stage 4 Thinking
It's been said that the quality of our lives is determined by the quality of our relationships. Do we give all our relationships the attention they deserve? One of my best friends from high school died unexpectedly earlier this month. The last time I saw him was 2001. Our next... Continue reading
Posted Feb 18, 2018 at Stage 4 Thinking
Have you ever gone someplace, and realized you didn't have your phone? That's an "Oh, Sh-- moment" for most of us. It certainly was form me last Tuesday afternoon, as I was headed to the airport for a 5-day business trip to Paris. Yeah, yeah, I hear you ... "How... Continue reading
Posted Jan 28, 2018 at Stage 4 Thinking
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 Jan 14, 2018 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