Can You Hear Negative Feedback?

Last week, while cleaning out my file cabinet, I came across 20 years of my work performance reviews. From the early days of Forrester Research to my last role before Ceatro Group at PRTM (now PwC Advisory) and a few in between, there, in black and white, were all my...

Simplify Your Customer Experience

Do your customers love what you sell but don’t love doing business with you? Are you losing customers even though product satisfaction is high? You aren’t alone. Many organizations focus their design, development, and management efforts on what they...

Part 3: Choosing The Right Experience (For Your Customers)

The experience itself is the The Big Show, right? You may have noticed that in this 6 part series only 1 of the days is dedicated to talking about what the experience itself is and the other 5, more or less, are focused on how to make it happen. This is intentional....