Customer Experience Potholes

  My colleagues and I have interviewed and surveyed tons of customers. Current and past customers. Happy and upset customers. High use and low use customers. We learn a lot from customers. One of the things we’ve learned is how customers talk about their experiences in ways that make us think about potholes. In a road, a pothole is an … Read More

Defining Your Marketing Mission With 3 Questions

  When we reflect on our business, we often think in terms of products and services we provide. What if we view our business in a way that is different from how customers view us, or how they view the assortment of options that fill their needs? This key issue was explored decades ago by Ted Levitt, and resulted in … Read More