image
But Journey Mapping Is A Waste Of Time, No?

But Journey Mapping Is A Waste Of Time, No?

The following is a modified excerpt from my book, Customer Understanding: Three Ways to Put the “Customer” in Customer Experience (and at the Heart of Your Business), available now on Amazon in paperback and Kindle formats. *** Several years ago, Esteban Kolsky did...
Leaders: Are You In Love With Your Own Ideas?

Leaders: Are You In Love With Your Own Ideas?

I originally published today’s post on Forbes. It appeared on their site on May 2, 2022. I recently came across an article in the Wall Street Journal about David Novak, the former CEO of Yum Brands. In the article, he talks about his epic fail: Crystal Pepsi, the...