The most important thing you can do to accelerate growth is to change the people you hang out with. That’s true for individuals as well as organizations. Every parent... read more →
Two major business challenges are proving to be quite difficult for businesses: 1) Achieving profitable growth and 2) Transforming the customer experience (CX) in ways that improve business performance. That... read more →
Trust and empathy are a must have in today’s economy. Internal, customer-impacting employees—sales, marketing communications, professional services, support services and the like—create hidden friction in the trust building department. It’s... read more →
In my experience and client work, companies generally have many more “promoters”—and thus potential references and advocates—than they realize. When Microsoft was first threatened by free software created by passionate... read more →
The days when customer advocates primarily took reference calls from buyers and interview requests from the media are long gone. In what we call “advanced practices” (AP) firms[1], they’re... read more →