We’ve got to sell our ideas. There’s no way around it. And, we have to advocate for what we are selling. If we can’t, we’re doomed because nobody will believe in us. The catalyst for this, I believe, is a deep desire to make a difference: Our ideas should change lives so profoundly, that people [...]
The two questions at the core of genuine service and innovation
Posted on January 29, 2013 // Leave a Comment
In what ways can we make customer service exciting?
Posted on October 1, 2012 // Leave a Comment
Arie Goldshlager pointed me to a question on Quora: Why can’t customers think of one best company for customer service? In the question he points to a study where people where asked: “What is the best company for customer service?” Answer: Can’t think of one.
What is the purpose of innovation?
Posted on September 5, 2012 // 9 Comments
This question may be similar to the question “what is innovation?“, but it isn’t. Why innovate? Before answering, lets consider what innovation is. Two weeks ago I argued that because innovation means different things to different groups, that you should come up with your own definition of what innovation is. For me, innovation is ideas [...]
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 [...]
The Golden Rule of Strategy: Do what others are not willing to do
Posted on August 10, 2012 // 2 Comments
Going against the grain can be a prerequisite for innovation. And in a time when internet companies show no commitment to customer service, there are a few who are making an attempt to do so. Yesterday, I discovered Pulse. The app that lets us read our news in a very “eye candy” way. I started [...]
6 Obstacles to customer focus paradise
Posted on June 25, 2012 // 8 Comments
A year and a half ago I had a huge customer service issue with Dell. This issue was ultimately fixed for me, but the experience left a stingy feeling. Not to mention a burning desire to change it. Fast forward to an article on the New York Time’s about a guy who is living through [...]
