In the mid 80's, as a young manager in IBM, I was meeting with IBM's then Vice … [Read more...]
Tag: Customer Experience
What Did You Sell That For?
The Ultimate Question --- Finding Your Sweet Spot Posted on June, 2008
The Harvard Management Update is recycling an interesting article entitled "Find … [Read more...]
To AT&T Wireless: I apologize for not being the ideal customer, I'll try to do better! Posted on June, 2008
My mobile phone died. I did the logical thing, I called AT&T Wireless (my … [Read more...]
Auto Manufacturers and Dealers -- Will They Ever Learn? Posted on March, 2008
Every few years, I subject myself to one of the most frustrating experiences a … [Read more...]
Truth In Advertising -- Do You Really Believe The Value You Produce? Posted on January, 2008
I just got an email inviting me to yet another networking site. This was an … [Read more...]
The Real Essence Of Strategy Posted on January, 2008
Oren Harari has a great post in his blog on the Real Essence Of Strategy. Simple … [Read more...]
Being A Good Customer Posted on December, 2007
As a sales professional -- sometimes frustrated with certain customers, … [Read more...]
"Listening Labs" - Unpacking Core Drivers and Barriers Posted on December, 2007
I'm a terrific fan of Fred Reicheld's book, The Ultimate Question, and the Net … [Read more...]
If All Else Is Equal, Price Wins! Posted on September, 2007
Duuuugh! What a great observation on the obvious---"If all else is equal, price … [Read more...]
Social Networking, Form Triumphs Over Substance Posted on August, 2007
I've been curious about the phenomenon of adding friends, passing on … [Read more...]