Blog & Resources

Borders

Customer Experience Improvement Via Innovation

Over and over and over again, I stress the importance of evaluation of your own company’s customer experience as a vital part of improving the customer experience. Without evaluation, there is very little to go on for customer experience improvement. ...

5 Customer Experience Innovation Killers

It's not surprising to hear that many leaders at companies believe they are investing in innovation. What might be surprising is how that investment is not paying off. Many of the ways traditional companies are organized create not only a ...

Can Innovation Start With Imitation?

Over and over and over again, I stress the importance of evaluation of your own company’s customer experience as a vital part of improving the customer experience. Without evaluation, there is very little to go on. It’s way too easy to ...

Borders: Lessons In Customer Expectations

A few weeks ago, I penned a post about how Borders may have missed the boat on innovating quickly enough. I wish now it wasn't quite so prophetic as Borders plans to liquidate. We have a nice Borders here in ...

Loyalty: 3 Themes

I've spent a lot of time lately exploring the question: What Causes Loyalty? One client believed it was punch cards. Another thought it was a product that works as expected. I disagree. I see three themes from companies and brands ...

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