GrandPad CEO Scott Lien Interactive Product Webinar: January 26th 1pm ET!GrandPad: the Blueprint of Innovation on Purpose If you read my blog on the GrandPad, you remember what a terrific example it is of using...
A Service Failure MisteakService failures don't have to lose you customers, but this week I lay out in painful detail a relationship-killing service failure.
How to Retain Customers After a Service Failure: Minted Mints a New Fan in Spite of Late DeliveryMinted mints a new fan by handling a service failure well. What can B2B tech businesses learn from it?
Black Swan Series: Why Preparing for Future Black Swans Helps You Grow TodayWhen I first presented on the topic of battling Black Swans, a member of the audience asked, "if Black Swans are unknowable beforehand,...