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Customer Experience: Standing on your own four legs

Tables. They’re pretty ubiquitous. You might even be using one right now (although in the modern mobile world, you may not. LAMP POST!). A strong business is like a table, supported by four legs. The...

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Customer Experience: The Vanishing Reviews

SJE is an excellent supporter of the online economy. However, she is also very focused on the experience she suffers through on many online retail applications. The question I get frequently from the...

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Career Reform – The Changing Face of Expertise

In August 2011, I took the title “consultant” off my business card after having it for eight years. It was sad to see the old friend leave, but it was for the best – for both consultant and for me. Two...

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The Customer Investment

Who uses the products or services your company sells? The usual answer, once you get through the marketing spin and positioning, is customers. Companies spend a large amount of time, resources, and...

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Web Performance: The Myopia of Speed

In February 2010, Fred Wilson spoke to the Future of Web Apps Conference. He delivered a speech emphasizing 10 things that make a Web application successful. The one that seems to have stuck in...

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The Three Pillars of Web Performance

Had a great conversation with a colleague today. She and I were bouncing around some ideas, and I listed my top 3 topics in Web performance as “Speed, Revenue, and Experience”. She was quick to correct...

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Company Culture is your Company Reputation

Building on the theme from yesterday, I am now more motivated than ever by an article on the Fast Company site today: Culture Eats Strategy For Lunch A number of books on my list this past month...

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