What Job Is She Trying To Get Done?
The “Jobs” theory is a concept developed by Clayton Christensen at Harvard Business School. It has been so successful in...
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You Say You Have a Customer Experience Strategy?
I spend almost all of my time helping companies with their customer experience strategy. Operational Customer Experience Management (OCEM) takes...
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Operationalizing The Member Experience
The daily operation of a club includes dozens of customer-facing processes, programs, policies, people, business practices and (hopefully) the integration...
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