Managing Customer Value
It is a lesson in strategic marketing that few books meant for that purpose can even come close. After reading, most of Joseph Michelli’s books, and doing a podcast with him several years ago, I concluded after reading Joe’s latest book, Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Read More …
Joseph Michelli, author of Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People is tomorrow’s podcast guest and like all his books he bases them around five principles. This is Michelli’s second book on Starbucks, the first one was The Starbucks Experience: 5 Principles for Turning Ordinary Into Read More …
A tinkerer and inventor since age 7, Javier is a rising senior in high school. In 2008, Javier founded the non-profit organization Inventors without Borders to encourage and enable teens to use their talents to solve real-world problems. In 2009, Javier won the first place award in the Ashoka-Lemelson "Invent Your World" competition with his Read More …
John Goodman, Vice Chairman of Customer Care Measurement and Consulting (CCMC), has published scores of articles including “Using Service to Grow the Top Line” in the AMA Journal, 8 articles in Quality Progress as well as BrandWeek, the American Banker and Marketing News. Business Week credits John’s research for creation of the GE Answer Center, Read More …
Next week’s podcast is the 2nd part of Where Strategy and Customer Service Meet, Part 1 of 2 with John Goodman, Vice Chairman of Customer Care Measurement and Consulting (CCMC). If you missed the first part, I encourage to listen it was excellent. The 2nd part of podcast we move on to discuss parts of Read More …
In a recent blog post, Lean Sales Process does not start at Plan or Build, I discussed how companies that apply Lean to Sales and Marketing think incorrectly in terms of PDCA versus Cap-Do. In the post, I stated: When we utilize the traditional cycle of PDCA, we start with Plan. We form a hypothesis Read More …