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The American Management Association published John Goodman’s book, Strategic Customer Service, in May, 2009 and I think I have used it every week or at least every month since then. John is my guest tomorrow and next week on the podcast to discuss his new book, Customer Experience 3.0: High-Profit Strategies in the Age of Read More …
Timothy W. Fowler is a visual-spatial thinker who designed President Obama’s Air Force One secure inspection and re-fueling process and is also the founding Director of Super Bowl Champion Coach Joe Gibbs Youth For Tomorrow. In a past podcast, he introduced me to RIGHT technique. Read, Inquire, Glimpse, Highlight and Trend Related Podcast and Transcription: Read More …
I have been actively engaged the past month and taking my self-study efforts from a new organization, Interaction Design Foundation. At the present time I am participating in two classes, Design Thinking and The Psychology of Online Sales. I have been enjoying and learning from both. I encourage you to read the press release from Read More …
John Goodman, Vice Chairman of Customer Care Measurement and Consulting (CCMC), has published scores of articles including “Using Service to Grow the Top Line” in the AMA Journal, 8 articles in Quality Progress as well as BrandWeek, the American Banker and Marketing News. Business Week credits John’s research for creation of the GE Answer Center, Read More …
Author Julie Dirksen discusses how to use storytelling during the The Learner’s Journey. Julie is the author of Design For How People Learn (Voices That Matter. Related Podcast and Transcription: A Path to Better Learning Joe: How does storytelling take a part in learning? It’s not really in your book as much. You always hear Read More …
I always use a terminology that you need to be playing in the customer’s playground. What I mean by that is that you or your organization need to be participating in the activities where your customers are participating. That point of use or where they are trying to get their job done. I asked Joe Read More …