Setting Up a Quick-Turn Innovation Team – Part 2
Part 2: Training, Tools and Support In the first blog post of this series we covered some basic things to consider when putting together a quick-turn innovation team to address …
Read More
Setting Up a Quick Turn Innovation Team – Part 1
Part 1: Picking the Right People We love the innovation strategy work that we do and are big proponents of helping companies incorporate innovation into every part of the organization, …
Read More
Using Customer Journey Mapping to Understand Gaps in the Market
We love to see the tremendous impact mapping a customer experience, or journey, can have on a company’s understanding of customers – both existing customers already using their products/services and …
Read More
When it Comes to Customer Service, Think Big and Broad
Everyone seems to be talking customer experience these days, and lots of companies try to improve their customer’s experience by implementing incremental changes in the customer service organization. But after …
Read More
Business Meets Humor
Want to laugh, a lot? Think about attending the FunnyBizz 2016 Conference in San Francisco, coming up June 9. I attended the 2015 conference and have never laughed so hard …
Read More
Happy Agents = Happy Customers
We all know that customer support plays a big role in the overall customer experience, when it comes to your products and services. Many companies try “a little bit of …
Read More
Launching a Product: You’re Ready on the Outside but are you Ready on the Inside?
So you are all ready to go… successful beta, check. Marketing materials ready, check. Sales team on board, check. Wait, what’s missing? Uhoh, billing is not set-up. Support does not …
Read More