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Putting a Signature on Customer Experience
Dec. 7, 2011 - By: Michael T. Kanazawa
"Customer experience needs to be thought of as a strategic agenda item on par with and actually integrated with corporate strategy, managing the brand, and new product development. If you share that vision for your customer experience efforts, here are some strategic tools and ideas to help you do that.”
People Don’t Hate Change, They Hate How You’re Trying to Change Them
July 9, 2008 - By: Michael T. Kanazawa
According to a summary of over 40 research studies on change, the success rate of strategy execution and corporate change programs is 33%. At the same time, a Conference Board survey of over 600 global CEOs revealed that the top two challenges they see are: 1) generating consistent revenue growth and 2) stra

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