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  1. 10h

    How must and collaborate in the Age of the Customer? blogs

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  2. 10h

    Only customer-obsessed orgs will survive in the Age of the Customer What does that mean for IT? blogs

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  3. 13h

    If you’re getting separation from your customers rather than separation from your competitors, that’s a bad thing.

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  4. 14h

    Hospitality is a universal theme. It’s about getting people and organizations to embrace it.

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  5. 14h

    "We were spending $35 million a year to piss off our customers." -- 's President re: its old breakfast offering.

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  6. 14h

    Train incessantly and relentlessly for better CX:

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  7. 14h

    The age of the customer approaches. What does this mean for tech management? Check out my post:

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  8. 14h

    "If you're not changing you're not growing" - Renee Cacchillo of .

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  9. 14h

    No matter where you currently stand w/ , there's always a customer who is waiting to be amazed. Make part of your culture.

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  10. 14h

    Every company must think about the disciplines that come first in their company. Who do you serve? What are your values?

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  11. 14h

    Use moodboards with rich imagery to bring your brand to life.

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  12. 14h

    Use the biz model canvas to map mechanics like key partners, key activities, & cost structure.

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  13. 14h

    innovation is NOT going to happen if you make all of your decisions in a spreadsheet. Get visual!

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  14. 15h

    The & team infused brand values into the dining space, menu, website -- and even hiring policies.

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  15. 15h

    The & team created a biz model that increased diner dwell time & hit revenue targets.

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  16. 15h

    The & team reframed the problem from FOOD to creating a SOCIAL dining experience.

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  17. 15h

    Great innovation work: helped create a new restaurant concept for Gen Y & Millenials called .

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  18. 15h

    Your brand determines the QUALITIES of the interactions your customers will have.

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  19. 15h

    Your business model determines the TYPES of interactions your customers will have.

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  20. 15h

    To innovate the , you need to triangulate on consumer needs, business model, & brand.

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