Celebrate – often!
Would you go to a game and wait until your team won to cheer? Building an organization (or division, function, or team) that consistently delivers great customer experiences takes focus, work and unwavering commitment. Celebrating progress along the way is essential...
10 Components of a Customer Access Strategy
Whether you’re a one person building contractor, a technology start-up, a government agency, or a global airline, you need a customer access strategy that defines how your organization will interact with customers. An effective...
Customer Advocacy: The Secret Sauce
There’s a scene in the movie Jobs, the biographical drama of Steve Jobs’ life, where he is shown fiddling with a portable CD player. It’s clumsy, heavy, and he struggles to get the CD loaded. The next scene shows him throwing the device into the trash. Of course, the...