Nine years ago, I was fortunate to work for Unwired Planet, a small Silicon Valley company with brilliant innovators trying to enable Internet services on the mobile phone (it later morphed into Openw...
There can be no greater work related priority than when we are interacting with a customer, either in person or on the phone. Each employee must be keenly aware that the only thing that sets your bus...
True differentiation continues to elude many service businesses today. The competition, given enough motivation, can duplicate or worse, beat the price, terms or features you offer. The bottom line ...
We Americans love pets, especially when it comes to dogs. You might be wondering how treating employees like dogs is going to have anything but a negative effect on your business. But I suggest just...
As you may have guessed, providing great benefit to customers doesn't occur by accident. It comes directly from applying a well-designed value philosophy. What does it take to create outstanding produ...
I see it all the time -- companies using the terms "customer experience" and "customer satisfaction" as if they are synonymous. They're not. The former is based on emotion that is derived from a proce...
Providing great value to customers results directly from applying a well-designed philosophy for creating outstanding products and services. How do you create offerings that are profitable and also ca...
Recently, I had the opportunity to interview Jonathan Tisch, CEO of Lowe's Hotels and author of "Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience." Published earlier ...
Usability Testing is a term used to describe the methodology employed to evaluate a website, or screen-based product, with its intended users. The testing measures how ‘usable' or ‘intuitive' a pr...
Imagine what would happen if you had dozens of architects and hundreds of contractors all working on your business. Now image if there was no master plan and each individual spoke his or her own uni...