Why Long Term Strategy Beats Quick Fix Innovation
Kim and Jack went into the leadership meeting, ready to present their strategy for the winner of the innovation contest. They were excited and nervous. Focusing the winning team on measuring the value of their service to the customer was different from what they had done in the past. Typically, their innovation efforts were about […]
Customer Experience: Innovate or Die
Jack was in the office early. His mind had worked overtime last night. He had been mulling over the conversation he’d had with Kim, one of his colleagues from the strategy group, about which team entry in the innovation contest to select for investment. He still thought the online customer service idea was the best […]