Managing Customer Value
What’s more rewarding — eating a piece of candy, or the sense of anticipation you feel just before you eat it? As far as your brain is concerned, it’s probably the latter. Cynergey’s Kes Sampanthar explains what dopamine reveals about the neuroscience of motivation. In Mike Rother’s book Toyota Kata: Managing People for Improvement, Adaptiveness Read More …
1,000 laptops are lost, stolen or misplaced every week at Los Angeles International Airport. Where’s the security there? There is none. Thursday’s podcast this week is with Thomas Koulopoulos, author of Cloud Surfing: A New Way to Think About Risk, Innovation, Scale and Success (Social Century). Tom is an engaging speaker, (samples at http://tkspeaks.com), and Read More …
In the podcast An Uncommon Way of Thinking about Service Design, Anne Morriss discusses the four universal truths outlined in her book, Uncommon Service. The four truths are: You can’t be good at everything. Someone has to pay for it. It’s not your employees’ fault. You must manage your customers. This is a transcription of Read More …
Service Design Thinking: Anne Morriss, the best selling co-author of Uncommon Service says, We live in a world where lots of organizations want to deliver great service. We work with managers all the time, who are committed to it. Customers, as we know, are hungry for it, and yet, our service experiences are still overwhelmingly Read More …
Master storyteller Malcolm Gladwell tells the tale of the Norden bombsight, a groundbreaking piece of World War II technology with a deeply unexpected result. This is a superb story for marketers and designers. It is not about the things we make, it how we use the things we make. Sounds similar to SD-Logic (The Service-Dominant Read More …
..when applied to Lean Sales and Marketing. We have all heard the saying attributed to John Wanamaker, a department-store magnate in the late 19th century, famously said that half the money he spent on advertising was wasted, but that he didn’t know which half. That theory is substantiated in a blog post, Why Should 50% Read More …