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 [...]
True teamwork is on the verge of extinction in business and is being replaced with a far more costly and less efficient model of group work. Over time, teamwork has come to mean overwork and rework. Sloppy management practices have bastardized the meaning and application of a simple concept.
Here’s what I mean. [...]