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New thinking
Since reading Gerry McGovern’s book The Caring Economy when it came out ten years ago (doesn’t time fly), I’ve been a fan. I don’t always agree with everything he has to say but about web publishing in...
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The evidence base
I’ve mentioned Gerry McGovern before, followed his writing for ten years, and along with the thinking that pops up on MyCustomer.com he frequently calls us to Gemba. His latest epistle does no less and...
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Optimization techniques
Hot off the McKinsey press comes a piece about optimization techniques using customer satisfaction as a metric. Authors Sebastien Katch and Tim Morse in the latest McKinsey Quarterly describe how the...
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Another survey
The Oxford Internet Institute have released the report of their latest survey, The Internet in Britain, which contains a comparative analysis of results from 2009 with the years 2005 and 2007. One of...
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Social media and customers
First of all I picked up from a Tweet by Jerry van Leeuwen that there was a new item on the Harvard Business Review blog network by Frances Frei and Anne Morriss. Nothing particularly new there, for as...
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