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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...
Reducing Customer – and Employee – Effort with Automation

Reducing Customer – and Employee – Effort with Automation

I’m excited to be a keynote speaker at CCW Nashville in January. As part of our partnership, I am once again sharing some of the content created by my fellow event speakers and offered on the CCW website. In today’s post, I’m sharing a few tidbits...
Deliver New Value to Your Customers with Future-State Journey Mapping

Deliver New Value to Your Customers with Future-State Journey Mapping

Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers? One of a dozen or so journey mapping myths that I’ve written about over the last few years is that you can’t...