Category Archives: Strategy

A Funny Thing Happened on the Way to the Forum

(Republished from previous blog October 2010) Before anyone had taken the stage, I knew that hearing from leaders like Jim Collins, A.G. Lafley and Jack Welch would certainly make for a memorable experience. Candid, wise and gutsy these lauded management … Continue reading

Posted in 2011, Achieve Success, Brand Expecations, Customer Experience, Leadership, Progress, Strategy, Uncategorized, World Business Forum | Tagged , , , , , , , , , , , , , , , , , | Leave a comment

Familiar Packaging Design Impacts Customer Experience

There’s a customer experience associated with just about everything. What people think and how they feel while they interact with a product, technology or process shapes their customer experience – positive or negative. In this example, George explains how his … Continue reading

Posted in Brand Expecations, Customer Experience, Customer Trust, Delightful, Design for Optimal Experiences, Expectations, Innovation, Listen, ROI, Strategy, Trust, Uncategorized, Usability | Tagged , , , , , , , , , , , | Leave a comment

What Type of Innovation Does Your Organization Need Now?

As day two of the HSM World Innovation Forum  in NYC progressed, I began thinking about how valuable the framework within which I think about innovation has become in filtering elements related to this vast concept.  The framework enables me to … Continue reading

Posted in Customer Experience, Customer Service, Customer Trust, Delightful, Design for Optimal Experiences, Entrepreneur, Innovation, Inventors, Start up, Strategy, Trust, World Innovation Forum | Tagged , , , , , , | Leave a comment