Managing Customer Value
Robin Lawton has been a long time favorite of mine. His book, Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed offers some valuable insights even though it was written 20-years ago. I still use it on a regular basis and find it valuable in assisting people to more service centered thinking. The podcast Read More …
Recently, I had a a podcast, Dr. Deming on Lean in 2012, with John Hunter. author of the new Deming Blog sanctioned by the Deming Institute. In addition, John has a very popular blog of his own, the Curious Cat Management Improvement Blog. This is a transcription of our podcast. About the Deming Blog: John Read More …
In a recent podcast, Project and Change Management Simplified, Bob Lewis president of IT Catalysts discussed his specialty project and change management. This is a transcription of the podcast. Since 1996, when he started his “Survival Guide” column in InfoWorld, Bob has been in the forefront of a guerrilla movement in how businesses should design Read More …
Turning good services into memorable service experiences was the theme of the Business901 podcast with Adam St. John (aka Adam Lawrence) of Work•Play•Experience. This is a transcription of the podcast, Insight into the Customer Experience through Theater. Adam is a professional comedian, business consultant and writer with a background in psychology and the automotive industry. Read More …
Sara Lewis, the Managing Director of Appreciating Change was interviewed in the Business901 podcast, Mastering Positive Change. This is a transcription of the podcast. Appreciating Change, is a psychological change consultancy focused on helping leaders and managers achieve positive change in their organizations. Sara is the author of Positive Psychology at Work: How Positive Leadership Read More …
Design Thinker, Arne van Oosterom, Partner at DesignThinkers in Amsterdam was my podcast guest recently. This is a transcription of the podcast. Arne is also a lecturer and chairman of the Service Design Network, Netherlands. He works with a broad range of associates around the world, and in a network allowing them to be extremely Read More …