Future Of Customer Experience In 2019

by in Allgemein

It’s ridiculous for companies to give lip service to customer experience by simply assigning a few people to it and thinking they’re done. Everyone wants a customer experience like Amazon without realizing what actually goes into making it happen. The secret about Amazon is that there is no secret. I visited Amazon headquarters in November … Continued

Make Your Strategic Plan Really Strategic

by in Strategy

Why is it that when a group of managers gets together for a strategic planning session they often emerge with a document that’s devoid of “strategy”, and often not even a plan? Documents often starts with a “vision” statement, moves on to “strategic themes” (six in all) and culminates in 28 “strategic goals.” The latter … Continued