The Journey Is the Destination
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At every customer-facing opportunity, it helps to put yourself in the other guy’s shoes.
The 10 Commandments of Customer Experience
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How many of these CX commandments have you fallen short on?
In May 2016, I spoke at CallidusCloud Connections (C3); if you’ve never been to this event, be sure to check it out this year.
Inside Quality Digest Live for April 28, 2017
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Sometimes you gotta take one for the team
In last week’s Quality Digest Live: design digital assistance instead of digital assistants, how to make better beer, and closed-loop manufacturing.
The Otherness of Others
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The unconsciousness in you—the ego
How’s Your Service Scenography?
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Gas Station Charlie retrieves money at the pump
How Economics 101 Could Have Prevented United’s PR Nightmare
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United's gaffe didn't have to happen
Lessons From Mismanaged Crises at Yahoo, Cuisinart, and Wells Fargo
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Cuisinart launched a product safety recall in December 2016 of about 8 million food processors
The mismanagement of bet-the-company business crises has become pandemic. Consider just the most recent examples.
Tech Tools Give Restaurant Patrons the Personal Touch
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Even an old fish can learn new tricks
The Unit Price Is Right
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Price-conscious shoppers shouldn't be asked to do a lot of complicated math
The Five Phases of Decision Making, Part 2
How well does your decision-making process work for you? Are you able to go from decision to solution to action with ease?