Processes are often created for processes-sake. Don’t fool yourself. Adding more steps, layers of bureaucracy or excessive approval delays action, limits people and makes your experience suck.
Investing in the Customer Experience Bank
January 6, 2011 By 3 Comments
“Relationships are like banks. It works best when you both make deposits. That way, there’s always something in the bank for a withdrawal.”
Facing Your Customer’s REAL Life
January 3, 2011 By 5 Comments
Get your head in the game. Face reality. Nobody fits perfectly neatly into a box, and this is true for segments and target markets, too.
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