Crack The Customer Code

  Will customer experience become as fragmented as marketing An interview with Ann Handley, author of Everybody Writes And our Customer Hero is #1 Cochran Automotive     Will Customer Experience Become as Fragmented as Marketing     Jeannie and Adam discuss whether or not customer experience will become as fragmented and specialized as marketing and other developed industries like accounting and law.     Adam argues that increased specialization is the natural progression in any developing industry.   Jeannie warns against having too broad a job description and describes how specialization has benefited her.     Discussion begins at 1:40.   Interview with Ann Handley, Author of Everybody Writes     Jeannie and Ann discuss how they first met at South by Southwest, in pedi-cabs.     Ann tells us that she wrote Everybody Writes to empower people who feel they are not good writers and to provide a call to arms to create better content.     Ann discusses how she focuses on the substa