Customer Experience Consulting and Speaking
It’s not surprising to hear that many leaders at companies believe they are investing in innovation. What might be surprising is how that investment is not paying off. Many of the ways traditional companies are organized create not only a less-than-ideal environment for innovation, but outright customer experience innovation killers. Here are 5 ways to [...]
Over and over and over again, I stress the importance of evaluation of your own company’s customer experience as a vital part of improving the customer experience. Without evaluation, there is very little to go on. It’s way too easy to stagnate, to only improve when the inspiration strikes (and not when the time is right) [...]
We can all learn something (from Borders)…look for ways to go where our customers are going.
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