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  • Unreasonable Customer Policy Stories from a Real Customer

    Why Justified Indignation Can Lead to Losing Business

    by Irene Kopel

    Have you encountered customer-alienating policies from otherwise respected service providers? Our guest columnist, Irene Kopel, eloquently details her frustrations with ADT Security and PayPal.

    Nov. 19, 2014
    All Members
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  • Educating a Generation of Change-Makers

    Meet Some Graduates of URDT’s Breakthrough Curriculum

    by Catherine Namwezi , Godliver Businge

    For over 25 years, Uganda Rural Development and Training (URDT) has evolved and refined an educational curriculum that empowers people to become creators, leaders, and entrepreneurs. These young women are changing our ...

    Nov. 14, 2014
    All Members
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  • How Customers Want to Buy More of Your Products

    Identifying and Measuring the Key Moments of Truth in Reorder/Renew/Replenish Customer Scenario® Patterns

    by Ronni Marshak

    What happens when a customer runs out of the needed product he gets from you; or a values service expires? There is a common set of action that customers want to happen ...

    Nov. 6, 2014
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  • How Good Is Apple Pay’s Ecosystem?

    How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?

    by Patricia Seybold

    How viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical ...

    Oct. 31, 2014
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