The Most Dangerous Part of Any Decision: The Assumptions You Forgot You Made
Every strategic plan rests on a quiet foundation: assumptions. Market conditions will hold. Customers will […]
Latest "Customer Experience" Posts
What If Your Customer Were in the Room?
Every business, organization, or team has meetings. Some have way too many. But here’s a […]
Your Customer Support Team Vs. the Listening Post Strategy
A client just asked me about last week’s “listening post strategy” to access Voice of […]
Use Listening Posts for Voice of the Customer Information
Many years ago while working with the Malcolm Baldrige National Quality Award, I was exposed […]
Book Review: Inside Your Customer’s Imagination
As a facilitator of myriad customer experience conversations, journeys, and maps, I have always been […]