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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This Week in Agility Research: Nov. 12, 2015

Here are a few items of new agility-related research that popped up on our radar this week. 

Key Success Factors in Multicultural Projects
By: Lent Bogdan

With global relations and international business endeavors becoming the norm, part of an agile organization spans from ensuring capitalizing on aspects of cross cultural projects. This article specifically assess project type, issues within the organization, and cultural diversity among project participants based on Hofstede’s Masculinity and Power Distance.

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