Blog
This blog is about strategy and collaborative innovation.
Because I’m interested in helping team-size groups do a better job of thinking together (i.e., collaborating), many of the posts are about the related topics of cognition, conversation, and collective intelligence.
Enjoy!
Customer experience management
Companies have a lot to gain by doing a better job of customer experience management, including the revenue gains driven by incremental sales from existing customers, revenue saved by lower churn (loss of customers), and new sales driven by word-of-mouth.