Managing Customer Value
Donna Lichaw helps you navigate the oft-treacherous waters of product development. Helping you not just to tell stories or use stories to promote your product, but to build your products as if they were stories themselves. Her book, The User’s Journey: Storymapping Products That People Love shows you how, when, and why to use narrative structure, technique, and principles to ideate, craft, and Read More …
I think that’s a great comment and one of the things you mentioned. Every workshop that I’ve ever put on the sales people, I can always pick out the sales people because they were the ones on their smartphones with their head down, typing to somebody. Sales guys were always busy in a workshop. How Read More …
A thought leader in organizational project and resource management, Jerry is frequently cited by leading voices in the world of business, including legendary management guru Tom Peter. You may know Jerry from his book, Napoleon on Project Management: Timeless Lessons in Planning, Execution, and Leadership. This interview centered on Jerry’s latest work which is a Read More …
One of the mistakes, I think, that sales people have is thinking that they have to have answers. My thought is that I would rather have a salesperson that pulls my organization into the unknown. If that happens, we are asking the right questions. Mario Andretti: “If everything’s under control, you’re going to slow.” You Read More …
When I think about Training within Industry (TWI), I think of a method of incremental training. You don’t go out and try to train everyone at once, you actually get a few to master it and become your advocate and train more. That may not be a perfect description but I have used this method Read More …
John Goodman 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 of word of mouth and the bottom-line impact of consumer education sponsored by Coca-Cola USA. John’s new book, Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service takes Read More …