A Light Exercise for Building a Persona


Look: A Practical Guide for Improving Your Observational Skills by Jim Gilmore’s introduces a metaphor of “six looking glasses.” Each looking glass represents a particular skill to master in order to enhance the way we look at the world. It was a takeoff of Edward De Bono’s 6 Thinking Hats and also De Continue reading A Light Exercise for Building a Persona

The Outliers Inn – Customer Engagement

Outliers Inn

This week I had the opportunity to participate in a relatively new podcast, The Outliers Inn: “As they say, It’s a place where irreverence and self-deprecating humor is the order of the day.” On this week show, Episode 9, the guests Michelle Battle-Fisher and myself had a spirited conversation with Continue reading The Outliers Inn – Customer Engagement

Service Excellence Stack

Business901 Stacks

This is a collection of around ten Business901 Podcast Transcriptions that has a focus on Service Excellence. I did not include Service Design or Designing for Service. Guest include John Goodman, Joe Michelli, Kathy Cuff, Drew Locher and many others. Service Excellence Stacks are a new way to organize your Continue reading Service Excellence Stack

Using 6s in your Data Management

6s your Documents

I use a foundation of Training within Industry (people side) and the 6s approach (Data side) to implement an onboarding program. It is usually based on a 90 to 100-day cycle.  An outline of the process is depicted below. 5s is a systematic corrective action technique to clean up, get organized Continue reading Using 6s in your Data Management