Managing Customer Value
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 the 2 hosts, Taylor and Read More …
Drinking a little Service Dominant Logic (SD-Logic) juice, I feel that the value the majority of organizations offer centers on the use of our products and services. The actual value a customer derives from our product or service. Few of us would argue, but most of us continue to focus on the function of our Read More …
People arrive at a given point in their service experience from a multiple of ways and am I wrong in my thinking or do I need a makeup a path for each of them or do we just try to push all of them down a certain path? – Joe Dager Ben Reason: I think Read More …
Ben Reason is a founding partner of Livework having set-up the company in 2001. He now leads the London studio on service design and innovation projects for both UK and international clients. In his time at Livework, he has worked with multinational companies and start-ups with a focus on service thinking and developing their service Read More …
Joseph Michelli is my guest this week and as always, Joe made the podcast…well, a Michelli Experience. We discussed his new book, Driven to Delight, which I recommend. When you reflect for a moment on how a product-centric Mercedes-Benz transformed into a customer-centric organization, well it is very difficult to even imagine. The culture not only had Read More …
Leaders often look for a partner to help them educate and inspire their people to deliver memorable and profitable customer experiences. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide short-term and extended consulting services, keynote and workshop presentations, and bestselling books Read More …