Don’t Forget to Map the Employee Journey
Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we […]
Last month I led a journey mapping workshop at the ICMI conference. It was a ton of fun, as we […]
Last month I wrote about the importance of metrics. Metrics drive behavior. You probably know the famous Peter Drucker comment […]
“The purpose of a business is to create and keep a customer” – Peter Drucker Sometimes, it seems that companies […]
Here’s the story: A health insurance company came up with an innovation for their health savings accounts, allowing account holders […]
What do you do with an unhappy customer? Refunds are the easy way out. They don’t fix the problem. They […]
How’s your brand today? Defining your brand used to be so much easier. In the good old days (for me, […]