A great deal of my work as a Customer Experience Specialist involves the recounting of stories. Contrary to popular belief, not all of the stories I tell are of the negative variety! As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience [...]
'What does my business need to do better?' A pretty simple question that many business owners, shareholders, boards of directors, senior managers and employees all over the world will ask, or be asked on a regular basis. Although the question is simple, the answer is often not. A number of methods, tools, techniques and strategies [...]
It is impossible to get everything right 100% of the time - that is a fact. As a Lean Six Sigma Master Black Belt (yes that is a genuine 'qualification'), I learned a long time ago that perfection is rarely 100%. Just to dwell on this point for a second - Six Sigma itself is [...]
