best product

It’s Never About Having the Best Product… or Is It?

“It’s never about the best product, and always about the strategy”. Indeed, it’s always about searching for the best strategy to deliver a cohesive, well defined product. Well, while this is largely accepted, our work with some of the most celebrated companies in the world has uncovered that the opposite is also true. In other words, that it is always about searching for the best product to execute on a well-defined strategy.
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customer experience

Want to Deliver a Great Customer Experience? Don’t Throw Your Employees Under the Bus

Want a great customer service experience? Start with the Employee Experience. In the case of Wells Fargo, employees felt the need to stiff customers. Why? Because in order to hit bank-dictated performance targets, they had to achieve goals around numbers of new accounts opened. But here comes the catch. Wrong or right, employees felt they needed to do anything they could, including lie or cheat, to meet these targets. Even if it meant defrauding the customer…. Read More»

customer service

Monogram Customer Service with Your Signature Passion

Most customer service relationships do not end with a storm of sound and fury. Most do not end in a fit of dissonance or a caustic conflict. Most companies “vanilla” customer service to death. It is death by indifference, monotony, and negligence. When someone asked my wife the secret of our 50-year marriage, she quickly said, “We got married, but we never quit dating.” Customer relationships are like that as well. They thrive on a rich flavor of engagement, like Neapolitan or spumoni, not plain vanilla…. Read More»


The Importance of Luminosity in the Customer Experience

Every person, unit, and organization on the planet has a happiness laser. It is the amount of joy-filled light, energy, and attentiveness one concentrates on another. And, organizations whose happiness laser registers a high candlepower have a much greater emotional connection with the recipients of that light. “Candlepower” is largely an obsolete term but is still sometimes used to describe the luminous intensity of high-powered flashlights and spotlights. So, if the candlepower of customer experience was unbundled like the colors of the rainbow, what might it contain?… Read More»

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