thru Adaptive Marketing Practices
Half of all consumer purchases are either transacted online or driven by online research and word of mouth. To succeed in the digital marketplace, it’s no longer customers that matter most, but users—anyone who interacts with your company digitally. Keep users happy, and customers follow. I asked Aaron Shapiro CEO of digital agency HUGE and Read More …
Standard Work is a big part of Lean. But there seems to be a lot of confusion about that in services. Can Standard Work still be a part for the creative type and for services? I asked Debashis “Deb” Sarka, one of world’s leading lights in the space of Service Lean. Related Podcast and Transcription: Read More …
Besides having a clear brand promise we need a clear process for staff to be able to engage effectively with customers. Processes and Standards enables your staff to make decisions. It enables flexibility and/or agility in handling customers. I ask John Goodman the Vice Chairman of Customer Care Measurement and Consulting, if he thought this Read More …
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 …
The Challenger Sale author Matt Dixon, is my guest next week on the Business901 Podcast, and though I could not resist talking about The Challenger Sale: Taking Control of the Customer Conversation, the discussion eventually got around to his new book The Effortless Experience: Conquering the New Battleground for Customer Loyalty. I like to think Read More …
Dr. John Terninko has integrated his diverse experience base (electrical engineering, operations research, organizational development, teaching, continuing education and management consultation) to develop a unique intervention style for organizations. He has been teaching and using TRIZ for 13 years. Consistent with his professional life of being on the cutting edge in QFD and Taguchi for Read More …