image
Optimize the Experience with Negative Personas

Optimize the Experience with Negative Personas

Customer understanding is a critical piece of designing and delivering a great customer experience. Employee understanding is just as important to designing and delivering a great employee experience. That understanding work includes three important tools: (1)...
Eight Tools To Give Employees A Clear Line Of Sight to The Customer

Eight Tools To Give Employees A Clear Line Of Sight to The Customer

Back in 2014, I wrote a post about six tools to create a clear line of sight to your customers – for your employees. Almost 10 years later, I’m updating that and adding a couple more things. How do you ensure that your employees have a clear line of sight...
Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Customer Understanding: Why Is It The Cornerstone of Customer-Centricity?

Almost three years ago to the date, I wrote a post titled, Customer Understanding: The Cornerstone of Customer-Centricity. I’ve been speaking about it much longer than that because it’s an important concept to understand and to execute on if you want to be...