Managing Customer Value
Tonianne DeMaria Barry and Jim Benson’s wrote Personal Kanban it seem like a decade ago. I asked Jim during a podcast, “Do you think that Personal Kanban and the book has identified the both of you as people from this time forward?” Jim Benson: Yes. You know, process is all evolution. Living is, we’re always Read More …
I was re-reading the transcription of a podcast on Personal Kanban and this topic of backlog jumped out at me. How do you deal with your backlog? How long does something get to stay in it? Youmay want to skip the blog post and read the entire transcription or listen to the podcast: Pascal Pinck Read More …
Lean Service Design changes the way you think about business. No longer can companies focus their efforts on process improvements. Instead, they must engage the customer in use of their product/service rather than analyzing tasks for improvement. We no longer build and hope that there is a demand. We must create demand through the services Read More …
Part 1 of 2 with John Goodman Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service is John Goodman new book and my guest this week on the podcast. John has managed more than 1,000 separate customer service studies, including the White House sponsored evaluation of complaint handling practices in government and business and studies Read More …
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 …