Necessity Is the Mother of Customer Co-Creation
Necessity is the mother of invention. And few things are more necessary to the success of an organization than customers. Leave that thought on the page, and we will return to it shortly.
Ergonomic Microscopes From Olympus Improve Productivity
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You may work in a state-of-the-art lab, but do your ergonomic practices still linger in the 19th century?
Fast, Free, and Sustainable: How ‘Fulfillment’ Is Driving the E-Commerce Market
The past 18 months have presented unimaginable challenges for many businesses seeking to stay afloat in times of crisis.
Five Innovations That Will Change the Way You Travel
Remember the days when large paper maps filled the car, and holidays were booked by a travel agent? Neither do most people.
How Executives Should (and Shouldn’t) Engage With Customers
In 2011, we started talking with top B2B executives about their engagement with their firm’s major customers in the aftermath of the financial crisis. The vast majority told us that they were very involved, to great effect.
Creating Effective Customer Personas, Part 1
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Simon Sinek popularized the concept of finding your why, which he defines as the purpose, cause, or belief that drives you.
Inner-City Hospital Inspires a Healthy Community With Rhythm
The spirit of service—for a small clinic started in 1913 to provide free care to Los Angeles (LA)—lives today in the servant-leader aspirations of 2019 Baldrige Award recipient Ad
Traveling in a Pandemic
Travel and tourism took a beating during the Covid-19 pandemic, with borders closed, airlines grounded, and many establishments shut for months.
How IT Service Management Delivers Value
There’s more than one path to service management. It refers to all the activities, policies, and processes that organizations use for deploying, managing, and improving IT service provision.