Articles

Agility versus Product-Market Fit

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?

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

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

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...

Search by keyword