Undercover Boss is one of my favorite new shows. Why? Because we desperately need to encourage upper management to get in touch with what’s really going on inside their companies. The right hand doesn’t know what the left hand is doing, and it’s harming employees just as much as customers, if not more.
I was introduced [...]
Entries Tagged as 'Strategy'
Undercover Boss: Just How Badly is Your Company Screwing Itself
May 14th, 2010 · 2 Comments · Customer Experience, Pain, Strategy, User Experience
Tags:Clients·Customer Experience·Pain·Realizations·User Experience
Being a godmother is like being a user experience designer
May 11th, 2010 · 2 Comments · Pleasure, Strategy, User Experience
On April 18, 2010, Griffin James Lam Konig was born at North Shore University Hospital in Manhasett, NY, weighing in at 7 lbs 13 oz.
Griffin’s mom Donna is the 39-year-old daughter of my childhood babysitter Theresa (who I’ve always called T-T).
The day after Griffin came home from the hospital, twenty-seven years after Theresa welcomed [...]
Can Leadership Be Learned?
March 6th, 2010 · 12 Comments · Consulting, Strategy
The words both start with L-E-A, but can leadership really be learned?
As a consultant, I have the pleasure and challenge to work with a variety of different teams. I am a team of one, but I collaborate with agency teams (such as Happy Cog, whom I’m working with on the US Holocaust Memorial Museum project), [...]
Fire your worst customers
February 21st, 2010 · 9 Comments · Strategy
In Seth Godin’s recent blog post, more, More, MORE!, he makes the unpopular-but-wise assertion that until you fire your worst customers, you’ll never be able to do your best.
I think it applies to clients just as much as consumers. The bottom line: you can’t please everyone, and it’s stupid to try. You’ll end up making [...]
