Random Articles

• Where Everyone Prefers Your Name I’ve been a customer at RCU for as long as I can remember. For all those years, our relationship has been just as I like my relationships with financial institutions - uneventful. They’re upgrading their system and sent out a letter alerting customers to the changes they might be expect and when to expect them. The
• What if Your Customers Took Over Your Company’s Blog? The Work Better Weblog is 2 years old this month. To celebrate, I’m starting an experiment in multi-author business blogs, community-building, and transparency - each Working Pathways client gets posting access. That’s right - if you’ve hired Working Pathways, you automatically receive a login and password to publish whatever you’d like to the Work Better Weblog.
• A Consumer Moratorium Today, Doc pointed to Tim Jarrett saying (emphasis mine): “As I’ve mentioned before, I want a moratorium on the word consumer—both because it is disrespectful and because it builds bad thinking habits in companies that sell to ‘consumers’”. Smart, clued-in companies can signal they respect people by eradicating the word ‘consumer’ from their vocabulary (and the handful
• Defining On-Stage & Off-Stage On-stage; where employees are likely to bump into customer. Off-stage; where they are not. It’s one of my favorite ideas from The Experience Economy is that of on-stage and off-stage. Preventing off-stage behavior from occuring on-stage is the key to a good customer experience. My wife has a recent example of where the two collided for a poor customer
• Best Buy Focuses on Personas Best Buy has taken the first step in their persona-centric model. According to the Wall Stree Journal’s Analyzing Customers, Best Buy Decides Not All Are Welcome, the sales associates have received training to briefly interview customers to determine if they are a Barry, Jill, or Ray Buzz. In an effort to keep their store relevant in