October 29, 2015 Start a “Kill a Stupid Rule” Movement at Your Company Worn out rules frustrate employees and customers. Stupid rules cause repeated work-around activities by employees and force them to exercise one-off heroics. Read Full Post
October 27, 2015 Present Customer Asset Metrics in Whole Numbers of Customers, Not Retention Rates Customer Asset Metrics track what customers actually did versus translating (and debating) what they say they might do via survey results. Read Full Post
October 22, 2015 Own the Moment with Experience Reliability The tendency is to go and implement the “wow” moments, but reliability must come first. Without experience reliability, money spent on the “wow” is wasted. Read Full Post
October 15, 2015 Capitalize on Annual Planning to Manage Customers as Assets When annual planning starts with the silos, and not the customer asset or customer journey, it inhibits priority investments in customer driven growth. Read Full Post
