Managing Customer Value
Annette Simmons wrote the book, The Story Factor (2nd Revised Edition), and a hidden gem, Territorial Games. The Story Factor became a classic when 800-CEO-READ named it in their book as one of The 100 Best Business Books of All Time (Penguin, 2009). Annette is the founder of Group Process Consulting. One of the gems Read More …
One of the reasons I like the thinking that accompanies Service Dominant Logic is where it places organizations in relationship to the customer. It removes the organization from being an expert at the outset and focuses us on both giving and receiving help instead of the context of help is required. That mindset is a Read More …
I am a big fan of Edgar Schein and his new book, Humble Inquiry: The Gentle Art of Asking Instead of Telling, is an excellent read and highly recommend it. However, I believe that you will be better prepared if you read Schein’s previous book on Helping: How to Offer, Give, and Receive Help. A Read More …
Everyone is talking about conversations but are we really having them? Are 90% of conversations incorporated in 140 characters or thinking of the latest sound bite to get our message across? In Russ Unger’s new book Designing the Conversation: Techniques for Successful Facilitation (Voices That Matter) he discusses the ability to communicate and the practice Read More …
This is a transcription of a Business901 podcast, Xerox Operational Excellence Program that I had with Tricia Bhattacharya. She is currently a Worldwide Segment Marketing Manager for the Xerox Graphic Communications Business Group. In this role, she is responsible for developing marketing programs focused on in-plant environments. She also holds a Lean Six Sigma Black Read More …