As your program expands, look for opportunities to become proactive (rather than reactive) and trigger workflows based on predicted experience rather than just explicit feedback. Track the experience and operational metrics of customers you’ve followed up with to assess whether they score you more...
I’ve been writing Copernican Shift for a long time and there’s a ton of stuff on there. It’s all in WordPress, which has been great. And I have a reading list on there that we published originally, maybe a year or two ago, and got a lot of great reaction to it; it’s been...
For these to occur, employees need to be regularly exposed to surprises and new information—ensuring that they do not become prisoners of the assumptions underpinning their current approach, as BCG’s founder Bruce Henderson cautioned back in 1968. Learning What Works. The individual analyzes and...
Compliance proof: Variances in consultant and attorney interpretations of laws and policies lead to dangerous differences in standards of proof for compliance. Murky data: Increases in data quantity, expanding storage locations, and widespread usage add difficulty for data classifications and understanding ...
If you activate Subscribe, when people try to friend you and you decline, they automatically become a subscriber to your public posts. They won’t know they’re not your friend, and they’ll see only your public links. Subscribing is like following on Twitter, and it’s going to change ...