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Category: Leadership

The Customer Experience Revolution – The Trailer

Posted in Books, Career Advice, conferences, Customer Experience, Customer Insights, Emotional Design, Experience Design, Innovation, and Leadership

It has been an exciting year for Jeof and I and The Customer Experience Revolution this month. We had a great time as Closing Keynotes…

Customer Centricity Drives Innovation and Agility

Posted in Customer Experience, Leadership, and Service Design

Amazon.com has built automated systems that detect when a customer hasn’t paid the lowest available price for a product, or when the playback of a…

Open-Source Compassion Network, A Guide to Practical Compassion from Leo Babauta, Zen Habits

Posted in Leadership, and Life

From Leo Babauta Zen Habits blog post, A Guide to Practical Compassion, shares that: “To practice compassionate actions, you start with yourself. A lot of…

The Four Customer Experience Core Competencies

Posted in Brand, Culture, Customer Experience, Emotional Design, Experience Design, Leadership, Service Design, and Voice of the Custostomer

In the latest Temkin Insight Report, The Four Customer Experience Core Competencies, it highlights what it takes for an organization to become truly customer-centric. The…

Customer Experience Lessons from the ABCs of Life from Annette Franz Gleneicki

Posted in Brand, Customer Experience, Leadership, and Voice of the Custostomer

Annette Franz Gleneicki shared this post, this last Tuesday, December 18, 2012, on her blog, CX Journey and I had to past it along. As…

25 Best Practices to Employee Engagement

Posted in Culture, Customer Experience, Leadership, Uncategorized, and Voice of the Custostomer

The Temkin Group recently published The Five I’s of Employee Engagement. As recent research has shown us the direct correlation between employee engagement, customer loyalty…

To Maintain Quality, We Must Do Some Pruning

Posted in Customer Experience, Leadership, and Uncategorized

Jason Fried, of 37 Signals, wrote this in his recent blog, Pruning: Making room for something new: “It’s so easy to create (because creating is fun),…

Lessons From Apple: Schedule-driven release produces half-baked products and kills innovation

Posted in Career Advice, Customer Experience, Experience Design, Leadership, and Uncategorized

In the October 29 post by Om Malik, From inside Apple, the Scott Forstall fallout at Gigaom.com,Om shares: “Unlike in the Jobs era, when the…

Customer Experience is the Only Thing that Matters

Posted in Customer Experience, Experience Design, and Leadership

In Augusts issue of Fast Company magazine, Harley Manning wrote and article entitled “Why Customer Experience Is The Only Thing That Matters.” In this article,…

Great Leaders Facilitate Innovation with Encouragement

Posted in Career Advice, Culture, and Leadership

In their August 20 post this past week, To Encourage Innovation, Eradicate Blame, Ken and Scott Blanchard share that “We know that the most innovative…

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