by Dawna MacLean | Jun 24, 2011 | Archive
I am fascinated by how Predictably Irrational we are! And despite my awareness of it and keen eye to detect it, there are still times I catch myself falling into illogical reasoning. When I first read about Spirit Airlines charging $5 to print passengers boarding...
by Dawna MacLean | Apr 12, 2011 | Archive, Change, Future Trends, Leadership
This podcast is expanding on our previous discussion on Customer Experience Driving Profits with Purpose. We need to continue to examine the impact the creating shared value movement offers those of us that are helping shape customer experience transformations. One...
by Dawna MacLean | Mar 19, 2011 | Archive, Change, Future Trends, Leadership
While I celebrate that Customer Experience is Gaining Momentum, I believe that the intention and perception of the majority of those participating in this movement remains outdated and needs to be addressed in order to sustain and harness the untapped potential value...
by Dawna MacLean | Mar 8, 2011 | Archive, Future Trends
Watch this is a powerful illustration of the Decisive Advancement in Customer Experience Methodology via Motivational Design. Chris Mahoney, Cynergy’s Director of Health Care, helps us visualize the future of physician and patient experience. Motivational...
by Dawna MacLean | Mar 1, 2011 | Archive, Change, Future Trends, Leadership
Last month Geoffrey James provided me with the rare honour of guest posting my 5 Most Dimwitted Leadership Strategies on BNET’s Sales Machine. Geoffrey is a prolific writer with a highly provocative and cynical nature reflected in his outspoken readers. ...
