Pete's Note: I'm pleased to bring you this guest post from Matt LeVeque, who will share with us his thoughts on the seven wastes of lean marketing, as
Sears Field Services Impact on Customer Experience
In Part 1 of my recent experience with Sears, I shared what I experienced in the process of buying a Kenmore Dishwasher from Sears. I share my
The Seven Wastes of Lean Affiliate Marketing [video]
Pete's Note: I'm thrilled to bring you this guest post from friend, fellow lean thinker, one-of-a-kind marketer, and highly gifted backcountry skier,
Motivation Matters More Than Ever
Motivation Matters more than ever. Every one in a while, I'll see something funny, inspirational, and motivating at the same time. This picture is
Sears Customer Experience: Dishwasher Installation Nightmare
Sometime in April, our dishwasher broke. When you have a huge family like I do, having a dishwasher is really important. On April 20, 2010 our
Call Center 7 Wastes: What are they and How to Eliminate Them
We bought a new dishwasher from Sears and it's been a very, very, very, very bad customer experience. Part of that terrible Sears terrible customer
How Are Waiting Lines Shaped Between the East and West?
Does the shape of the queue matter? What determines how waiting lines are organized? How Are Waiting Lines Shaped Between the East and
Customer Experience, Kano, Basics, and Shiny Objects
Shiny objects, Brilliant Basics - is it an either/or? From a feature, product, or service perspective, is it as dichotomous as doing the basics
Visual Management Eliminates Barriers to Sales
I found this picture on my iPhone this weekend. I took this picture in the Summer, while buying lunch at Quiznos. It didn't take me long to remember