The Five Phases of Decision-Making, Part 1Begin by defining and analyzing the problem
Tue, 03/07/2017 - 12:02
Have you adopted a decision-making process that works well for you? If you have, I’d love to hear about it. If not, read on. As a leader, your next best action is based on making a decision as to what that action will be. How do you arrive at that… Staying Ahead of the CompetitionFour capabilities for excellent customer service
Mon, 02/06/2017 - 12:02
Do you know what it takes to stay ahead of the competition? Is that one of your business goals? Recently I was interviewed by someone for an article she was writing, and one of the questions was about competition and the best ways to research the… Weology, Part 2We comes before me
Thu, 12/22/2016 - 12:54
This is part two of a two-part series on my discussion with Tangerine Bank CEO, Peter Aceto. I left off on part one of my conversation questioning why so many leaders still don’t get the importance of focusing on the customer and customer… Weology, Part 1We comes before me
Wed, 11/16/2016 - 10:28
Weology. What is it? If you guessed that it sounds like “the study of we,” you’re pretty close. The name of the concept stems from a Muhammad Ali poem, which simply goes like this: “Me... we.” Three unique letters rearranged into two powerful… The 5 Whys: Getting to the Root of the MatterAre you solving problems so they never happen again?
Mon, 10/10/2016 - 15:21
How are you getting to the root cause of any issue you or your customers are having? What types of root cause analyses are you conducting? Are you even thinking about root cause analysis?
Conducting some sort of root cause analysis (and there are… Is Your Company Led by Lean Leaders?Characteristics of successful lean coaches
Thu, 09/01/2016 - 10:45
Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers.
If company leadership wants to transform the culture of the organization and become a lean company, they’ve first… Customer Experience Fuels InnovationDon’t let process become a substitute for thinking
Thu, 08/11/2016 - 12:02
I was honored recently to be a guest on Innochat, a weekly Twitter chat that takes place every Thursday at noon Eastern time. The show is about innovation and covers a wide range of topics and angles. If you love talking innovation, make time for… Lean Leadership: Go and See for YourselfVisit the <em>gemba</em> to gain understanding
Tue, 08/02/2016 - 15:41
I recently came across the Japanese terms genchi genbutsu and gemba; they’re both key principles of the Toyota Production System, which comprises Toyota’s management philosophy and best practices. Although they’re (lean) management principles and… Are You a Human or a Robot?What really happens to us when we walk into our places of employment?
Wed, 06/29/2016 - 11:15
A couple weeks ago, I wrote a post about emotionally unavailable customers. Hat tip to James Lawther for inspiring me to actually flip the tables here and think about emotionally challenged employees, instead.
The question I posed in response to… Eighteen Reasons to Map Customer JourneysThey’re not called the backbone of customer experience management for nothing
Thu, 06/16/2016 - 13:24
Ihave written and talked about journey mapping so much this year, even suggesting back in January that we make it the year of the journey map. I think customer experience professionals have made great progress toward this goal so far in 2016! I…
