Here’s a look back, in no particular order, at the top 80 articles I wrote about innovation:
Surprise and Delight: Two words that enable a memorable customer experience
Posted on November 5, 2012 // Leave a Comment
Technology is an enabler. What is its hidden power when it comes to crafting a memorable customer experience? Today more than ever, because of the rise of mass communication and customization, having a unique customer experience is a differentiator. Here’s how! I recently purchased a new laptop directly from HP. Today, the process of buying [...]
What is customer experience in layman’s terms?
Posted on August 24, 2012 // Leave a Comment
I believe that business leaders should treat customer experience is an imperative. Yet, there are still some parts of the business world where “customer experience” is a new word. With that said, I jumped on a chat with Kerry Bodine, co-author of Outside-In. A new book about why organizations should focus on customer experience, and [...]
3 common innovation mistakes—and how the intersection of customer experience and performance chains can better set you up to win
Posted on June 5, 2012 // Leave a Comment
The hot topic these days is innovation, whether I’m in conversation with relative newcomers or long-tenured companies trying to reinvent themselves. Everything is moving so quickly in markets and inside businesses today. This forces the obvious question of ‘How best to get and stay ahead?’ Innovation invariably becomes the answer – but what kind? How [...]
Empathy drives experience innovation
Posted on February 9, 2011 // 2 Comments
Innovating an experience improves or reinvents the customer experience in the purchase or usage of a product or service.
