I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called habituation and how it helps…
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings…
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy,…
I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I do however agree that organisations can use…
At the executive level, a leader's ability to build an effective team is probably the most important competence in the current marketplace. In reality it is the most important competence…
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed it – Customer Experience. I…
While many workers are forced to compete against each other as individuals, collaborative projects can help to increase productivity as well as having a number of benefits for your employee’s…
https://pod.co/punk-cx/solve-customer-and-business-problems-faster-through-collaboration-interview-with-jacob-morgan Today’s interview is with Jacob Morgan, the Principal & Co-Founder of Chess Media Group, a management consulting and strategic advisory firm focused on collaboration. He has also authored of The Collaborative…
In 1985 Michael Porter published his book Competitive Advantage: Creating and Sustaining Superior Performance and 35 years later, his premise still lies at the beating heart of many organisations. But…
Have you ever been to a motivational lecture for self improvement, and said to yourself, "She makes it sound to easy." Then you get home, and it's oh, so hard.…