What are the Pros and Cons of Viewing Students, Alumni or Donors as Customers? The topic of whether universities and colleges should view their students, alumni and
What is the Forgotten Dimension of Hiring a Consultant?
Organizations approach the process of hiring consultants in many different ways, ranging from highly structured methods to more ad hoc approaches. However, regardless of
Mastery of Customer Experience May Be the Difference Between Success and Failure
In today’s world of increasing options and ever-present information, the customer experience is paramount to a company’s success. According to actual data, 80% of
How Leaders Look at Process – 4 Questions to Ask Yourself (and improve)
Many of our clients come to us when their processes or customer experiences are far from stellar. In these situations, swift and critical action is essential to triage