Oct 30, 2021
Rachel has a problem. Her boss can’t see the need to change. She is frustrated and doesn’t know what to do. Lucky for her, she listens to our podcast and took advantage of our “Help! I’m in a Pickle!” segment for our advice on what to do.
In this episode, we explore what Rachel, or anyone who champions...
Oct 23, 2021
Back in 1994, Steve Jobs introduced a concept at an Apple conference: that the design of their products should begin at the desired Customer Experience and work backward from there.
Not long after that, Joe Pine co-authored a book called The Experience Economy, that changed the way at looked at the future of business.
Oct 16, 2021
Total agreement is overrated. Disagreements are good for us. They challenge the status quo and push the standards for improvement. After all, if you only talk to people who agree with you, how would you know when you are wrong?
In this episode, I debate with Customer Experience critic Alex Mead, Chief Customer Service...
Oct 14, 2021
Great business insights with a touch of humor, all put over in a clear, easy-to-understand way.
Each week we discuss how you can gain and retain more customers and solve business problems. We look at the theory of how and why Customers make decisions and then break this down into practical actions you can take.
Here is...
Oct 9, 2021
Do you remember Blockbuster, Circuit City, or Kodak? I ask because these brands are not around anymore. They were once the leaders in their field, the only game in town in some cases, but now they are gone. They disappeared because they didn’t respond to changes in the marketplace with new ideas.
It isn’t unusual...