Managing Customer Value
Sound like a pretty easy thing to do? See what Eric Michrowski a globally recognized leader in combining Human Performance, Operational Excellence and Process Improvement to drive Business Transformations says about it: Related Podcast and Transcription Eric: A lot of the work that I’ve done in the past, particularly in the call-center space, is really Read More …
This is fun tool from the Forrester Website that is based upon the book, Empowered. In Empowered, the authors demonstrate how companies can successfully transform their business through the employees called HEROes (highly empowered and resourceful operatives). But they do not stop with just employees they also share ideas on how to leverage empowered customers. Read More …
Measuring to improve is a very important part of getting better. Since many metrics and modalities exist its important to classify engagement and put specific measures in place to track and monitor them. This post will give you one set of measures to answer the question “How do we measure the value when someone “Digg”’s Read More …