Innovation in customer experience
Archive for February, 2012
Sam looked up at his Mom, a blank expression on his face. For the third time, she said, “How was your day?” At last she penetrated the consciousness of her young son. “I invented a business that’s going to make us all rich.” “You did,” she smiled sweetly. “How nice that will be.” “Seriously, Mom.
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Cindy was so lost in thought walking home, she barely noticed the Penderson’s cute Lab puppy as it raced across their lawn to greet her. She patted the dog’s head absentmindedly and kept walking. The high school junior was tired of living in a pre-professional town, where all anyone cared about was getting into college…
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Chris Zane and I traded books this week – his is the incredibly useful Reinventing the Wheel – and I was impressed by his realization that relationships and service matter far more than any product. He’s used this insight to grow his Zane’s Cycles bike shop into one of the largest bike outlets in the
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