What About the Customer?

All organizations constantly face the need to simplify their processes, workflow and costs. But in doing so, they can’t focus solely on their own internal operations.
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Teaching Our Customers to Sell

“Selling,” internally, is critical to people getting things done and moving their initiatives, strategies, programs forward. Within organizations, there’s always selling going between people and groups, but people don’t tend to think of it that way.
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How to Ruin a Great Customer Experience

It seems really ironic that organizations can take a great customer experience and convert it to an awful experience just by asking you about your customer experience. I wonder who talks to the customer experience experts to tell them about the experiences they create?
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Beating Lower Priced Competitors

Until we understand what customers value, we have no way of presenting the value of our solutions or no way to create differentiated value. Until we determine what customers value, we have no context in which to create or build value.
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