Morale. Satisfaction. Engagement. Motivation. While these squishy terms represent attributes that are difficult to quantify with scientific precision, few would deny that organizations perform better if the people who deliver customer value and support the delivery of customer value are energized by their work…. Read More»
Every business, without exception, has always been established to provide a good or service to a customer. Which means we’ve been serving customers for at least four centuries and likely far longer. So why is obtaining and considering the voice of the customer—a business’s raison d’etre—monumentally difficult for so many?… Read More»
The next time you’re in your office, take a moment to look around you. How many of the people you see appear truly invested in and invigorated by their work? How many of them are willing—and are given the time—to wrestle a problem until they understand the problem clearly, find the best possible solution (not […] Read more… Read More»
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