203-216-7979   |   shelley@forresternetwork.com   |         

Be the One Who Does This

We often forget to – or simply don’t – use our phones enough. I don’t mean to text, Snap, or tweet – I mean talk to someone. My second favorite thing to do after having a face-to-face conversation is to have a phone call to hear each other’s voice and feel each other’s energy.… Continue reading

Happy New Year

While not everyone recognizes January 1 as the beginning of their year, everyone has a way to say, “Happy New Year.”

May your 2020 be filled with success, learning, joy, and adventure.

Mandarin       新年快乐 (Xīnnián kuàilè)

English          Happy New Year

Hindi             नया साल मुबारक हो (Naya saal mubaarak ho)

Spanish         Próspero Año Nuevo

Arabic            كل عام و انت بخير (kul aam wa anta bikhair)

Malay             Selamat Tahun Baru

Russian         С Новым Годом (s novym godom)

Bengali          শুভ নববর্ষ (shuvo noboborsho)

Portuguese    Feliz ano novo

French           Bonne année

Japanese       明けましておめでとうございます (akemashite omedetō gozaimasu)

Turkish          Mutlu Yıllar

Korean          새해 복 많이 받으세요 (saehae bok mani badeusaeyo)

German         Frohes neues Jahr

Vietnamese   Chúc Mừng Năm Mới

Italian            Felice  anno nuovo

Polish             szczęśliwego Nowego Roku

Romanian     An Nou fericit

Dutch             Gelukkig nieuwjaar

Greek            Ευτυχισμένο το Νέο Έτος (eftychisméno to néo étos)


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Happy Holidays from Around the World

No matter where you are in the world, someone is celebrating a holiday this time of year, and since it’s my goal to talk to everyone, I wanted to learn how to wish someone a happy and joyous holiday in their language.… Continue reading

How Qualitative Research and Online Dating Are Similar

Numbers and stories. Those are two schools of thought when it comes to research. There is the quantitative-only camp, those who only measure the size of the prize, and there are those who invest in the whole person, not just the size.… Continue reading

One Thing CX Gets Wrong

We asked customers what CX means to them - what they want and don't want from customer-facing people. This is what they said.

How to Treat the People at Your Table

From all the conversations I have around tables, I know the power of having the right people come to the table. We’ve had everyone from CEOs, creatives and chefs come to the table. Recently, I took a group out to dinner – to experience the restaurant from the chef’s table.… Continue reading

Know When to Hold ‘Em 

When it comes to poker, Kenny Rogers said that we have to “know when to hold ’em, know when to fold ’em, and know when to walk away.”  We also need to know when to hold our words.… Continue reading

4 Things Not to Do When Networking

While at a networking event on the beach recently, I noticed a man sitting on a bench by himself getting some sun. As I approached him, I said he’d make a good photo. He agreed … And went on to tell me how good looking he is.… Continue reading

3 Degrees of Separation

I’m in the business of understanding people. In fact, I love talking to people. It’s what makes me good at what I do: discovering motivations, desires, needs and wants, and how those factors impact purchasing and brand loyalty.… Continue reading

Does Alexa Love Us?

Technology – whether it’s Alexa, AI, ML, automation, mechanical beings, drones, or other forms of technology and virtual assistants– is taking over more aspects of our lives. We’ve already reached a point where technology is integral in most aspects of our day-to-day lives, and as technology becomes more complex and personalized, we will rely on it even more.… Continue reading

The Question We All Need to Be Asking

The question we all need to be asking, before we open any odd or even remotely suspicious email or link – even if it comes from a trusted source, colleague, or platform, is “Did you send that to me?”… Continue reading

7 Ways First Jobs Have Lasting Importance

Whether millennials are talking about their first and second jobs and where they want to go next, Gen Xers discuss the peak of their careers, boomers share their career journeys, or seniors leave full-time employment and are looking for a place to share their experiences, almost everyone reflects on what they learned on their first job that helped propel and direct their careers. … Continue reading

How to Have Highly Effective Conversations

As someone who spends a lot of time professionally and personally in meaningful dialogue, I know the power of connecting over conversation. All highly effective conversations, whether face-to-face, on the phone, one-on-one, or with many, have similar elements that make them more impactful.… Continue reading

Are You Speaking Your Customer’s Language?

Whether talking about health care, travel, online shopping, or tech support, these universal languages of customer experience create goodwill and build a stronger relationship.

Why We Should Talk to Everyone

Every person we connect with, however temporarily, imparts something of value to us. Life puts the right people next to us. Forget your mother's advice – talk to strangers. 

5 Ingredients for Healthier CX

As experienced consumers as well as business professionals, we know that excellent customer service keeps people happy, healthy, and coming back for more. But it takes more than serving up good customer service to attract and retain loyal customers.… Continue reading

CX Matters Wherever You Are in the World

Your customer is your most important asset – and learning from them can transform your ability to deliver the best experience to every customer.

What Are People Saying About Your Brand?

People all over America say they love Amazon and like to share their stories and experiences. Here’s one such story that highlights what it is about Amazon’s service that makes it stand apart – about a multi-generational family of eight and their new refrigerator.… Continue reading

Inspiration from Alaska

Last month I was on my first trip to Alaska – a round trip cruise from Seattle stopping in Juneau, Sitka and Ketchikan. One of the more memorable things a guide told us is that there are only three ways to get to Juneau – by air, by sea, and by birth canal.… Continue reading

Trick, Treat, and Travel: Halloween Around the World

Halloween provides a wonderful opportunity to experience the adventure of a new culture and indulge in local delicacies. Not every country spends October 31st trick-or-treating and bobbing for apples. If you plan on venturing somewhere this Halloween, almost every country has their own way to have fun on this spooky day.… Continue reading