paul_polly_small.jpg Customer U is a blog dedicated to increasing the insights that can come from observing and analyzing customer perceptions, attitudes, behaviors, feedback, and experiences. I have an insatiable desire for trying to understand why people do what they do. That desire is never satisfied because as humans we are never 100% predictable or consistent – and that’s what makes it fun!

I’ve spent my entire working career in customer-facing positions, from marketing to business development to customer service. It’s all I know and what I do. I’ve worked in big companies and small ones, from Corning to Congruity. My focus is on helping companies find the RIGHT customers, keep them longer, and make them more profitable.

My favorite quote about customers comes from former CEO of GE, Jack Welch:

“You have only two sources of competitive advantage:

The ability to learn more about your customers faster than the competition and,

The ability to turn that learning into action faster than your competition.”

You can also find me here:



4 Responses

  1. Hi Paul,

    Thanks for your blog!

    I’m actually working on an event called Customer Feedback Week and wanted to know if you wanted to be a media partner for it. Your blog has been a great help in getting more insight on different perspectives on the topic.

    If you’re curious, our site is http://www.iqpc.com/us/customerfeedback and we offer press passes to cover the event.

    Also, we can feature your blog on our press center, list you as a media partner, etc, negotiate different promotions.

    Let me know what you think! Thanks so much.


  2. Hi Kim,

    Thanks for visiting CUSTOMER U! Thanks for the invite to your conference which looks really interesting. Unfortunately I have prior commitments and will not be able to attend. Best of luck with it all.

  3. to; HEADS of tech support;; i called in to verizon customer service late in the evening ,i was anxious and wantedto hurry up toget connected ,because obviously i could not doit on my own,and like most customers who do not admit it we all call in expecting you all to have a majic pill or a harry potter wand and to instantly make the problem alright. well that is what i to wanted even though i know better. To try to make a long story a little short ,iam calling about a customer tech.support employee of yours named nimesh. This man was so patient and longsuffering with me. iwas little irritated ,because i wanted that instant majic pill. Nimesh never lost his temper ,he stayed constant and polite even though i was in a hurry .We ended up working on that connection problem for 2 hours i believe. Getting connected and disconnected. Finally ! !!! I made it on and told him that ,he was alright! Thank You Nimesh for outstanding ,customer service to me in my long time of want and need! God Bless.

  4. just wanted to let you know the employees at store number 27006 are doing a great job. I need a place to wait while they worked on my water a home. the emplyees kept checking to see if I needed anything.

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