The new book is out! Pick it up here!
We recently needed a battery replacement in one of the household computers, so I made an appointment at the brand’s retail location in a local mall. The process of registering and scheduling an appointment was super easy, and the appointment times were remarkably specific, so I figured I was in for a very tightly-run experience. [...]
I recently wrote an—unintended to be, but maybe could be construed as, snarky—article about not doing VoC anymore. The upshot was that, anything you put into your VoC program is wasted time, money, and effort if you’re not doing stuff with the insights you get out of it. You may say maybe I’m not interested [...]
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