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Why Map an Ideal Customer Experience?

Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target….

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Unlock Innovation to Drive Profitable Growth

I wasn’t thinking about driving profitable growth.  I wasn’t thinking about how to unlock innovation.  It was Sunday morning after all.  As I settled down with my New York Times Magazine and my full body dark roast, extra strong coffee, I encountered this headline: “This is your brain on coffee.”  That got my attention and I braced myself for…

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A Model to Help BOLD Leaders Prioritize Initiatives

“Hello.  My name is Ryan and I’m an efficiency addict.”  This is what I would say if there was an Efficiency Anonymous group.  I’m a fan of Franklin Covey.  I love Microsoft Excel.  And yes, I’m an achiever in my Strengthsfinder results.  I love getting things completed in the shortest amount of time with the…

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Listen to the Customer

I started my career as a banker during a rapid period of deregulation.  Banks weren’t sure what to do.  Regulators were making up the new rules and literally publishing them every Tuesday when the DIDC (Depository Institutions Deregulatory Committee) would issue the changes for the week. Seriously.

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3 Common Innovation Mistakes

Aveus partner Chris LaVictoire Mahai shares 3 common innovation mistakes — and how the intersection of customer experience and performance chains can better set you up to win on Jorge Barba’s blog, Game Changer.

Steve Milligan Interview

 This interview was conducted while Steve was the CEO of HGST. He had been at HGST since September of 2007, entering as the CFO. “Being in the hard drive business requires innovation and rapid execution. It is that combination that is interesting and very challenging.” This year after the merger of HGST with Western Digital, Steve…

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How BOLD Leaders Stay One Step Ahead of Customers

You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most. And you’re constantly re-evaluating…

John Dunlap Interview

When you meet John Dunlap, director at the San Diego Zoo, it is clear he is a very organized thinker and action-oriented guy. Zoo staff members say that on any given day you can find John out front at the Zoo, meeting people, engaging with visitors and demonstrating the experience he works so hard to…