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.
Boosting Brand Affinity With Customization and Personalization
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"Personalize Converse" Credit: Martina
How many of us remember walking into a holiday gift shop when younger (and before a global pandemic put a stop to the H word), and eagerly searching for a fridge magnet, mug, or pencil inscribed with our name?
Pushing Past the Strategic Sweet Spot: Incorporating Your Customer’s Perspective
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"Press" Credit: Bob May
Total quality management (TQM) was in vogue during my undergraduate years and early career in industrial engineering. The United States was catching up to the Japanese in manufacturing production as their Toyota vehicles outperformed our Fords.
Truly and Virtually Inspiring: The First Virtual Quest for Excellence Conference
Each year after the Quest for Excellence Conference, I sift through my notes and try to identify themes I have heard in the presentations of the new