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      • How to not screw up your client experience when you only get one chance

        How to not screw up your client experience when you only get one chance

        “From a scale of 1 to 10, how would you rate your experience at our branch?” That’s the question I got via email after spending one hour standing in line at a bank. My answer was: a 4. The next day, I received a phone […]

      • How to map out the final stretch on the road to innovation

        How to map out the final stretch on the road to innovation

        The other week, a client and I were discussing how to approach an innovation process within their organization. After reviewing and agreeing on the details, I asked how we’d proceed after each work cell produced an MVP […]