I am 45. They say that when middle-age is upon us our broad minds and narrow waists swap sizes. It is happening to me, (certainly around my waist, and as I no longer enjoy finding strangers in my kitchen first thing in the morning, probably my mind as well). I need to lose some weight […]
What do You Give to a Man in a Desert?
That is a very simple question I’ll bet a simple, obvious answer has popped into your head My answer was a bottle of water, how about yours? What was your answer? Does he need… A camel? A map? A tent? An oasis? A fire? Some food? An oil rig? A phone? Some sun-cream? A dune […]
It’s all About the System Stupid
I work for a large multi-national corporation. Like most large multi-national corporations we have wisely outsourced our IT. Part of it to a “technology provider” and part of it to a “service provider”. On paper this gives us a very cheap and flexible solution but the reality is that the overall experience is a little, […]
Who Should You Listen to When the Going Gets Tough?
Guest post by Annette Franz Gleneicki: Is your organization in the midst of turmoil? Are you wading through major changes? If you answered “Yes”, then I have two more questions for you: Before these changes, were you collecting feedback from your customers? Are you still listening to the voice of the customer? When I speak […]
Making Life Difficult
In 2010 the H.B.R. published the article Stop Trying to Delight Your Customers. The big idea was that focusing on reducing “customer effort” is a far better way to improve customer loyalty than worrying about customer satisfaction “C.S.A.T.” or net promoter score “N.P.S.”. Now this was heresy and it provoked a mass of intellectual debate […]