Designing Customer Experience
As operations manager, Celia’s responsibilities included customer service and the customer call center. Her customer service department often delivered delightful experiences to their customers, and she loved being in the driver seat. However, when one of her peers from the leadership team mentioned customer experience, they assumed that only her service department was responsible for […]
How Corporate Innovation Can Thump Startup Disruption
I don’t know about you but I’m tired of innovation contests that pursue the next shiny new object. Yes, creating something cool and different generates excitement in employees and inspires their creativity. But if their efforts don’t yield results, like increased customer loyalty, market share, or competitive advantage, then employees and leadership become disillusioned. Is […]