Customer Experience Doesn’t End When the Check Clears

Customer Experience Doesn’t End When the Check Clears

You only wanted my money. 

Once you had it, you didn’t make me feel special anymore. 

I feel a little bit … used. 

Two weeks ago, I praised the customer experience I had with a seasoned contractor named Mike. He managed a wide range of work on my house, which included replacing the siding and the windows. Throughout the process, he was thorough and extraordinarily responsive. 

But then, something happened. 

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Customer Focus: Lessons from a Roofer

Customer Focus: Lessons from a Roofer

Recently, a flurry of skilled laborers worked on my house. Some of them replaced the siding; others replaced the windows. A separate group painted the exterior trim, and still another group handled replacing the rain gutters. 

Quarterbacking this major project was a big, friendly guy who has been doing roofing and siding on homes in my area for decades. 

We'll call him "Mike." Because that's his name. 

A number of aspects of how Mike managed this project impressed me, but most of all, 

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Engaging Employees and Customers: An Interview with Heather Gordon

Engaging Employees and Customers: An Interview with Heather Gordon

My research, teaching and consulting frequently focuses on employees and the strategic use of human capital, and the topic of employee engagement has been hot for some time now. It’s clearly important—organizations oftentimes thrive most when their employees are fully contributing their efforts and expertise. Related to the topic of employee engagement is the area of customer engagement—another critical topic. 

Recently, I had the wonderful opportunity to pick the brain of someone who is on the front lines of engaging both employees and customers at one of the world’s largest companies: Heather Gordon, Ph.D. 

Heather is currently the customer strategy manager at Duke Energy Corporation. Here’s my interview with her. 

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The Agile Startup Week 10: Tackling Today, Planning for Tomorrow

The Agile Startup Week 10: Tackling Today, Planning for Tomorrow

Every business—and every leader, for that matter—has to balance getting today’s work done while ensuring the foundation is in place for a secure tomorrow. In what I think of as “startup time,” however, all of that has to take place seemingly all the time, and everything happens and changes very quickly. And in startups that are looking to scale significantly like GILD Collective, that process is even more aggressive. 

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The Agile Startup Week 4: Marketing, Publicizing, Evolving

The Agile Startup Week 4: Marketing, Publicizing, Evolving

The continued marketing push appears to be yielding results for the nascent startup GILD Collective, which just finished its fourth week as members of the Cincinnati-based startup accelerator The Brandery. That’s important because getting the word out about your product or service is a top priority for any startup. And what most people who haven’t dealt with or been a member of a startup don’t realize is that marketing often occurs simultaneously with actually creating one’s product or service. It’s part of the reality of startup life that makes agility so important, as startup leaders must be able to sense and respond rapidly to their market.

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