The recent news that Secretary Shinseki resigned is unfortunate because some of the VA’s customer service woes were foreseeable and preventable.
There are at least two dimensions to serving customers. One involves technical or process proficiency and the other is emotional connection. Take a look at this [humorous] YouTube video to see what I mean. The first dimension is technical proficiency,
Some potentially surprising news for start-ups: Even though you may think you are selling a product, your customers are actually buying the whole ‘experience’. For this reason alone, the way you organize and execute your customer experience strategy must be
John P. Kotter’s book “A Sense of Urgency” provides four (4) tactics to jumpstart change in your organization. However, the most compelling reason to read the book is to internalize the distinction between a true and a false sense of