In an earlier post I wrote about the need to define customer experience goals. This second of four articles assumes you’ve done that and examines how customer experience initiatives fail when resources are misaligned.
Day 1 – Your company announces a new customer experience program. The program […]
One of the most over-used but under-realized clichés is to treat employees like assets. In a paper titled “From Capability to Profitability: Realizing the Value of People Management” the Boston Consulting Group concludes that companies “must regard their human capital as an asset worthy of continual investment.” It’s a good mantra but one that […]
It’s a shame business books are so pathetic. The plethora of poorly-written, tedious books will make you want to take up some other more worthy form of education, like watching YouTube.
There’s one book that cannot be lumped into the same category. Stephen M. R. Covey’s “The Speed of Trust: The One Thing That […]