Katie Couric chats with producer Tony Maciulis about what makes a good interview. This video is part of the YouTube Reporters’ Center. To see more videos on how to report the news, or to post some ideas of your own, visit http://youtube.com/reporterscenter. From creating an ad-hoc team to creating user personas, interviewing is becoming Read More …
When I first started in consulting, I spent a lot of time going to network meetings in town. It was the thing to do at the time. What I came to realize is that everyone had a product/service for my customer. Few of my services fit their companies. So, what happened is that I had Read More …
The Process Communication Model (PCM) was developed by Dr. Taibi Kahler and Judy and Joe Pauley have been teaching and implementing this model for over twenty years. Their website for more information is Kahler Communication. The Six Personality Types of the Process Communication Model identified by Dr. Kahler are; Reactor, Workaholic, Persister, Dreamer, Rebel, and Read More …
Lean Service Design changes the way you think about business. No longer can companies focus their efforts on process improvements. Instead, they must engage the customer in use of their product/service rather than analyzing tasks for improvement. We no longer build and hope that there is a demand. We must create demand through the services Read More …
What we find is there are a lot of buzz words Big Data, Net Promoter Score, Chief Customer Officer or Voice of Customer. A lot of those are used as simplistic code words when in fact the entire process is much, much more complicated than that. For instance, in most organizations Voice of Customer is Read More …
Do we focus on the customer too much? Most of us would disagree and say no that we should focus on the customer more. However, recently we have seen a tremendous amount of books written on organizational clarity. One of the reasons is that without understanding our purpose as an organization or as an employee Read More …