Widespread, prevalent, pervasive change…..

Having seen a few incidents in the world, this one will definitely be remembered. The tears of sadness, separation, anxiety, sickness, and bad economics are all spinning in circles around us personally and professionally. What comes next are the changes. They say in Washington DC to ‘never waste a crisis’….

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Neil Peart and Clayton Christensen

Two of my long term heroes both died within days of each other.   I plan to do an analysis of their writing styles to indicate any personality traits that they might share in common.  Both Inspired me in my personal life and more so, in my business life. I would…

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Avoid “averaging” the customer journey

[Writers note: In late 2014, we wrote this article. We had not invented our CRM technology, but we knew that there had to be something better than simple demographic data to segment customers.] The customer journey is complex. It has always been that way. The human mind is not something…

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Why focus on happiness?

Customer delight is a form of happiness.  It is a well-documented, but a hard to achieve KPI. Jeff Bezos understands how important it is and has 5 teams working on it at Amazon. It’s that important. Why? Customer delight is broken down into 3 key elements: Create customer loyalty. Instead of rebuying your customers…

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Let’s Fix Digital

In 2013, Christopher Skinner was the keynote speaker at a Google ThinkFinance event in Mountainview. Five years is a long time when you’re thinking about digital, yet the concepts here still ring true. Let’s revisit each lesson from the presentation and apply it to 2018 digital thinking. 1. The Customer…

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Customer-centric companies

Here is a list of customer-centric companies I found. I need to update the list. Who am I missing? And how centric are they? 12 Solutions Website — http://2twelvesolutions.com/ Mission- Our mission is to empower customers with a simple, yet powerful end to end engineering lab prototyping capability. Bandura Systems Website…

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