One effective technique for uncovering the root cause of customer
issues, complaints, and even successes is the "Five
Whys." The technique, developed by Sakichi Toyoda, asserts
that "by repeating why...
Individuals who are responsible for customer experience measurement
and management constantly have their eyes and ears open for
examples of exceptional customer service (and really bad service
Recently Walker hosted an executive roundtable focused
on driving business results through customer-focused
strategies. During the discussion, one of the executives said, "We
have to earn the loyalty...
Seth Godin recently posted this blog about being manipulated. In
it, he defines manipulation as "working to spread an idea or
generate an action that is not in a person's long-term best
Imagine being a fly on the wall while two individuals talk about
your products and services. It's pretty easy to understand how
valuable this could be for a company. Right? With social
media, being a...
Have you ever had one of those moments, where you see the exact
same data presented in a new way, and it makes you say, "Aha!"?I
recently encountered this situation, which reminded me of how
As you watch this video, it is hard to avoid thinking about times
when the ladder has been kicked out from under your feet and you
have been challenged to accomplish the impossible.One of those