There’s a particular silence that falls over a boardroom when a strategy leader says the words “we’re not certain.” It lasts about two seconds. In those two seconds, directors are doing math. Is this person hedging? Do they know what they’re doing? Why am I paying for a plan that isn’t sure of itself? By the time the ...
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Guest Post from David Burkus |
You’re in a meeting. Someone says, “Let’s circle back to ensure alignment on the KPIs so we can really move the needle across products.” Everyone nods. But in your head, you’re thinking… “What did they just say?”
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Here’s a mental image I can’t shake. Somewhere right now, a very large, very expensive, very thirsty computer in a very large building is being asked to figure out whether a customer’s email is angry or merely brisk.
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Guest Post from Geoffrey Moore |
This is the second in a series of responses to the MSN post “20 Philosophical Questions That Are Hard to Wrap Your Head Around.” We are on Question #2: Is there a truth? Here’s the MSN blurb: This inquiry challenges the concept of truths, versus realities prompting introspection on the nature of ...
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Exclusive Interview with David Meerman Scott |
In an era dominated by algorithmic feeds, automated messaging, and relentless digital noise, capturing basic customer attention has never been harder — or less valuable. According to renowned marketing strategist and bestselling author David Meerman Scott, the traditional playbook of closing ...
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Guest Post from Mike Shipulski
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The holy grail of Additive Manufacturing (AM) is high volume manufacturing. And the reason is profit. Here’s the governing equation: (Price – Cost) x Volume = Profit --- The idea is to sell products for more than the cost to make them and sell a lot of them. It’s an intoxicatingly simple proposition. And as long as ...
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Let me tell you about the moment the town of Lone Pine, California, looked up at a pitch-black desert sky and saw two enormous beams of light where there should have been none. No, it wasn’t aliens. It wasn’t the military. It wasn’t even a particularly ambitious Halloween display. It was a startup rehearsing ...
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Guest Post from Shep Hyken |
This article answers the question: How can leaders fix broken customer service systems that create friction and frustration, even when they have good people on the front line? I’ve been monitoring my customer service experiences with the brands I do business with a little more closely than ...
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If you’re reading this, there’s a decent chance you’ve already decided you need an outside look at your customer experience, and you’re now at the awkward stage of comparing the people who offer one. Proposals have arrived. They all use similar words. Every one of them promises ...
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Guest Post from Greg Satell |
In 1954 the economist Paul Samuelson received a postcard about an obscure dissertation. Written in 1900 by a long forgotten mathematician named Louis Bachelier, it implied that market behavior could be predicted using statistical techniques. Based on that foundation, Samuelson pioneered a new era of financial engineering.
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Ready to take the next step?
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Sincerely,
Your Host - Braden Kelley
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| Human-Centered Change & Innovation Weekly hosted by Braden Kelley, Seattle, WA, USA |
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