My area of expertise is in leadership development using the philosophy of Lean Six Sigma, in other words “process improvement strategies”. Now join me on the journey I call A Tale of Two Companies: One business allowed its workers to be engaged by making improvements that allowed the customer to be first in mind. The second created an environment of […]
Establishing the business value of your SEO performance as an agency is part of client relationship building. It’s also what keeps the churn rate low and the referral rate high. Yet, when it comes to reporting, why is it that some things get lost in translation? Picture this – an SEO agency just managed a […]
Agile is often thought of as a process when it’s really a mind-set (supported by processes, of course). Yes, it’s about testing and learning, and new ways of working, but at the heart of agile is the determination to provide the customer with something she or he wants or needs. That’s the point. Enshrining this […]
Everyone’s talking about customer engagement — but why is it so important, and what does it really mean? How does customer engagement look in action, when you’re a business trying to connect with your customers today? We already know a lot about the customer journey — how it’s made up of numerous touch points, from […]
Many factors will determine how good a story is. Some variables are beyond your control, such as how forthcoming your subject will be, or what (maybe dumb) headline your editor will write. But the factor you can control is how much research you conduct, the questions you ask, and the follow-ups that help you find […]