What Drives Your Retail Customer?
Iit is not enough to know the key drivers; you should also find out the factors within those drivers that are key.
Charles (Dickens and Darwin) and Continuous Improvement
“You show me a successful complex system, and I will show you a system that has evolved through trial and error.” ~ Tim Harford
3 Reasons Why Customer Complaints Are Your Friends
Customer Complaints. Are they your enemies or your friends?
Interview with Janne Ohtonen on Customer Experience Strategies
Think about the most memorable thing you have done this week and what made it so.
It doesn’t take you long to remember that moment, does it?
Customer Experience Mapping: Why and How to Get Started Now
Maps are great, aren’t they? There are maps on your phone to keep you from getting lost or stuck in traffic, historical maps that look beautiful framed as artwork, and even guidebook maps that show exotic place to visit. Unfortunately, the map your company needs most is one you might not have: a customer experience map.
Transformations: Personal and Organization
A new year,and with it comes reflection and resolutions. While few resolutions are actually kept, change comes anyhow.
Customer Relations by Walking Around
Perhaps nowhere is the saying “time is money” more true than in the construction industry. There is no better indicator of project cost and budget over/underrun
Math Is a Language First, a Technical Skill Second
…Math is not just about computation, but also a framework for thinking through problems intelligently.
Spread the Message of Transformational Leadership
Being a transformational leader is more than impacting your immediate circle of influence; it’s about affecting change within the entire organization.
Branding Isn’t About Being Cool On Social Media
I’m deeply cynical about most brands — and the odds are that you are, too…