Managing Customer Value
The economy may fluctuate, but people’s lifestyles and preferences don’t change. People will often pay extra for what they want, regardless of the state of the economy. In tough economic times, mid-priced products and services – those of average value – are often lost. Low-priced, low-value alternatives and high-priced, high-value options tend to thrive. It’s Read More …
In the age of information, customer expectations are changing rapidly. Today’s customers demand a digital experience that is proactive, personalized, and convenient. This has created a new standard in customer experience management (CXM). Today’s consumers expect companies to have an eye for detail, access real-time information, and operate at high speed. They also look for Read More …
While we may think that we need to follow some kind of prescription to get results, the most amazing leaders are those who dare to be their true selves, powerfully. People want to give them their best. But in a business world that’s so competitive and uncertain, how do you connect with others more authentically to tap Read More …
We talk a lot about Customer Centricity and the Customer Experience. In fact, entire industries have been built on this thinking. I am a big advocate of it and in the past took the deeper dive into Service-Dominant Logic and Service Design and transforming it into my thinking, Lean Service Design. The truth is in Read More …
In the book, Host: Six New Roles of Engagement, author Mark McKergow used this metaphor as a way to engage with other members of teams, organizations, communities, and movements. I read it from the perspective of a sales and marketing person, I felt it added great lessons about when to and when not to engage Read More …
Neuroscientist Sara Lazar’s amazing brain scans show how meditation can actually change the size of key regions of our brain, improving our memory and making us more empathetic, compassionate, and resilient under stress. The evidence on the benefits of meditation is overwhelming. If you do a search on Ted.com alone for the videos on meditation Read More …