Customer’s are surprisingly less sure about what they want than you think. Particularly with complex products and services, particularly when they don’t appreciate the art of the possible, and particularly... Read more
Everything is connected to everything else. I get it. It’s difficult to say this thing is entirely separate from this other thing, especially if we have an involved conversation about... Read more
We all deal with issues. Problems that find their way to our desk tend to be bigger or deeper than the others – we dig in, sort things out, and... Read more
The worst place to be is where you’re waiting for someone else to do or say something, when you have no influence over timing or even the yes/no of it,... Read more
Customers, wouldn’t you know it, think of their own interests before they think of yours. They want what they want, the want to pay what they want, and they want... Read more