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…
The Opposite of an Ivory Tower Theory
My first exposure to the idea of designing the customer experience was in 2003 when I was a speaker at a conference. One of the other speakers was Ken Blanchard. He talked about the ideas in his book Raving Fans…
Turning Customers into Storytellers
Just because your customers love you doesn’t mean they’re telling others about you. You need to shift from hoping it happens to making it happen. You need to give them a compelling reason to spread the word. You need to…