Interviewing candidates helps me better crystalize my own philosophy on the way to think about and work with customers. I've been asking for scenarios when there is tension or an issue with a customer and a product, and then I listen to their gut reaction. I listen for
My daughter and I love to watch the Great British Bake Off and chuckle at the judges commentary on the done-ness of the contestants' creation. Claggy. Stodgy. Soggy bottom. Caught a bit. I sent a half-baked idea in slack, which got me thinking: are there other stages of idea
Most parts of a business have a clear area that they do. Operations make the wheels turn. Finance / accounting works on the money flows. Growth / marketing gets new customers. I started thinking about the CX realm. What does it do? In the digital space it's reactive, stepping in
Americans live in an age of mass production for the many. The organizations that make things en masse have to work with dozens, hundreds, or thousands of humans to create value. The question has long been: how do we get everybody to work together so the product at the register
"They're made of meat" is one of my favorite short stories, even better when you listen to it read aloud for radio with a witty Irish accent. If you don't have two minutes to spare, it's a dialogue between two aliens who