Articles
Agility versus Product-Market Fit
As I've been sending some proposals to startups lately, let's chat a moment about Agility and product-market fit, or PSE-market fit as I like to call it (products, services, experiences)....
Who Should We Interview?
Books, training, and other advice coming from non-CX sources often advise that - especially if you are starting out - you should interview anybody you can find. Or interview whoever is...
Buying a Large Print Book by Mistake
When I first published "Customers Know You Suck" in December 2022, Amazon search results looked like this:There appear to be two paperbacks, one $2 more than the other. People were...
Change Dependency Map
Many of the elements and situations that are blocking improved customer- centricity are often intertwined. Since many of our internal pain points feed each other, there will be changes...