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Do you really know your customers?
The fuel that feeds your company’s “engine” is Customer Insight. The more we understand our customers, the more value we can provide and the less effort we waste. How well do you know your customers? We find that most companies…
I Say It’s an Engine, You Say It’s a Sports Team
An engine is not the only useful metaphor for thinking about how to upgrade your company. In my last post, I talked about the insights generated by thinking about your company as a garden. This time, I’ll share why I…
I Say It’s an Engine, You Say It’s Theater
An engine is not the only useful metaphor for thinking about how to upgrade your company. For example, I’m also a big fan of how my friend Jim Gilmore talks about how work is a form of theater. He is…
I Say It’s an Engine, You Say It’s a Garden
An engine is not the only useful metaphor for thinking about how to upgrade your company. For example, there’s much to be said about organizational strategies like gardening. This metaphor reminds you that you can’t force people to do what…
Across the Street, Down the Street, Across the Town
After working at the Chick-fil-A Support Center, I first attempted to build a Customer Experience Engine for a local thrift store. It took some work to develop a methodology that applied to them. I couldn’t just tell them to copy…