Managing Customer Value
A special collection of Business901 podcasts on the subject of Service Design. The collection totals over four hours and the guests are listed in the order of appearance. Marc Stickdorn graduated in Strategic Management and Marketing and worked in various tourism projects throughout Europe. A leading proponent thru the years of Service Design, Marc co-authored Read More …
We talk a lot about Customer Centricity and the Customer Experience. In fact, entire industries have been built on this thinking. I am a big advocate of it and in the past took the deeper dive into Service-Dominant Logic and Service Design and transforming it into my thinking, Lean Service Design. The truth is in Read More …
Recently, I have been working on a research and marketing project for an upcoming summit, Lean People Development. It was formally known as Lean HR. As a result, I have been brushing the dust off a few of my exploits into Talent Acquisition, Training, Onboarding and other HR practices. It is quite amazing the areas Read More …
Cindy Barnes co-authored the book, Creating and Delivering Your Value Proposition: Managing Customer Experience for Profit: It provides guidance for business leaders – demonstrating why having a strong value proposition is so important for a company. This practical title shows readers how to build, deliver and harness value propositions to create profitable growth for a Read More …
The Dynamic, Collaborative Management Model That Saved a U.S. Manufacturing City SECOND SHIFT: The Inside Story of the Keep GM Movement (McGraw-Hill; August 2016; HC, $30.00;) details the complexities of an automotive industry rapidly transforming due to external economic and market forces; a community reliant upon a local manufacturing facility scheduled to be added to Read More …
I have spent the last several days searching for a YouTube video, information that discusses the feedback loops that are contained in this drawing of the OODA Loop: It seems when most people discuss OODA, they spend most of their time talking about Observe-Orient-Decide-Act. Often they compare the process to PDCA which I disagree with Read More …