The process of transforming any business can be a complicated one, but when you take into consideration the seven levels of customer experience for business transformation success, it gets much clearer. First off, let's look at the process by which customers enter your store or facility. On the
Change Leadership Roundtable Discussion
I recently participated in a roundtable discussion on the topic of change leadership, and subsequently was interviewed about the Javelin Institute’s new program, “The BEST Leader in 30 Days!” (This program brings you 30 daily activities that’s recognized through research validation to equip you to