Published: April 27
of CEOs surveyed recently claimed that their organizations delivered an exceptional customer experience.
of customers of the said organizations agreed.
This chasm between what
service providers think and what their customers think has a new name – the experience gap.
Mature customer experience
programs have five principal objectives:
Published: April 14
For five decades, marketing
has focused on the principles of segmentation, marketing, and positioning (STP).
consumer products is generally along demographic,
psychographic, and behavioral dimensions. B2B
segmentation includes firmographics.
Of the more than 20,000 new products evaluated in Nielsen’s 2012 – 2016 Breakthrough Innovation Report, only 92 (0.46%) had
Published: April 05
As a graduate student, I worked as an intern at a large
corporation. Into my second week, I had collected data on a project and wanted
to place the papers in groups based on processes. When I requested my mentor
for a few paper clips, I had my first experience with complexity.
While handing over
the paper clips, my mentor told me that to get a box of paper clips, the
Published: March 27
Soon after the financial meltdown of 2008, and the
collapse of hundreds of companies, I suggested that a recession might be the best time to invest in people – impart new skills, new ways of
approaching problems, and new algorithms for value creation.
A recent article by Gary
Burnison of global HR firm Korn
Ferry forces me to revisit the topic.
A significant number of CEOs seem to
Published: March 08
So much has been written about leadership and
entrepreneurship that one wonders whether anything new is possible.
In their forthcoming book, Chris Kuenne and John Danner
identify four distinct entrepreneur personality types. More importantly, they
try to establish relationships between personality types and business success
(or failure). The authors have