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customer need

Quality Assurance? Call me crazy

With some companies, recording customer phone calls is common practice. Under the guise of “quality improvement,” or Quality Assurance, you can expect a utility or an insurance company to offer you the fair and familiar warning. “This call might be monitored or recorded for quality assurance purposes ….” Something like that. I’m never really sure. All they said was it “might” be recorded. I must s...
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A four-step prescription to help you drive markets

Create impact where it matters most. In my previous post I suggested that in order to gain the greatest insight we must “look broadly outside the industry.” Well here’s an example by way of a comparison of the metals industry to, of all things, the airline industry. I discovered some striking similarities as well as some interesting common ground. The exercise illustrates how, by simply having mor...
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