When Complexity Is Your Friend

When Complexity Is Your Friend

In the past, I have written about complexity and all the damage it does.  I still believe everything I wrote but I now know there are some times when complexity is an ally.  Before I explain my new thinking, let’s define complexity. 

According to Wikipedia,...
For Customer Satisfaction, Less Is More

For Customer Satisfaction, Less Is More

In most B2B service organizations, the key performance indicators (KPI’s) are based on reducing customer’s interaction time or making money.  The thinking is that short interaction time means higher customer satisfaction and less cost; and this thinking is correct....
1 Is The Ideal Segment Size For Growth and Retention

1 Is The Ideal Segment Size For Growth and Retention

As we know, segmentation of our customers is one of the keys to growing revenues and profits. We also know that when planning your customer’s experiences with your businesses, the ideal segment size is 1.  That’s right, create experiences designed and delivered for...