Want to get results? Stop being results-driven!
Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of people’s skills and attributes. I’m…
Remove the obvious and focus on the meaningful Look through any selection of LinkedIn profiles and you’ll find the usual array of chest-beating descriptions of people’s skills and attributes. I’m…
This week, Andy Newman wrote a great article in The New York Times about the life of a retail sales agent. He used the example of an Old Navy sales associate’s employee experience in…
I wouldn’t be surprised if you were like most business owners and marketing executives in that you’ve tried dozens of marketing tips or ideas, and have been disappointed in the…
I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I do however agree that organisations can use…
Have you ever been to a motivational lecture for self improvement, and said to yourself, "She makes it sound to easy." Then you get home, and it's oh, so hard.…
One of my favourite business quotes comes from Peter Drucker, and it’s “Culture Eats Strategy For Breakfast.” What this means is that is doesn’t matter what your companies mission, vision,…
In a sea of endless possibility, discover the power of not doing something A while ago a business associate and I were discussing a joint venture we had planned to…
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to build a customer-centric culture in…
In last article we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer journey in order to build…
The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of…