Posts Tagged "customer satisfaction"

The customer journey is marketers’ top priority

Jun 15 2017

According to the Omni-Channel Data Trends Report on current and future marketing plans, marketers’ top priorities for 2017 are: The customer journey…

Delight comes as a surprise in unexpected places

Mar 01 2012

The other day at the lab I was going about my ‘morning constitutional’ in the little boys room when I noticed the…

Stop pushing features and start delighting users

Feb 01 2012

Focus on outcomes not output. Stop pushing features and start delighting users. User stories aren’t features. A user story is not the…

Measuring purpose. Measuring customer delight.

Feb 01 2012

Power is shifting in the marketplace from the seller to the buyer. The rules of business are changing. Increasingly, customers know everything…

(I can’t get no) satisfaction, let alone customer delight

Jan 01 2012

(While the person buying a product or service might be different to the people using it, for this article I’m grouping them…

People don’t buy what you do, they buy why you do it

Dec 01 2011

Simon Sinek says, “people don’t buy what you do, they buy [because of] why you do it.” He argues that our brain…

Plan-Do-Check-Act (PDCA)-powered learning

Aug 01 2010

Deming‘s Plan-Do-Check-Act cycle is a scientific method for problem resolution. But it isn’t just about resolving problems in a timely fashion. Used…

There’s more to done than the green dot

Feb 01 2010

So you’re working on a user story with your pair, developing vertical slices and getting feedback from the tester and customer as…

Create value by focusing on end-users

Apr 01 2008

What’s valuable to a business? At the end of the day, the goal of every company is to make money. So, ultimately,…

Create a Lean Organisation

Nov 01 2007

  Get started Find a change agent who wants to get the knowledge to apply lean thinking and lead the transformation. Map the entire value stream for each…

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