How many times have you been in a situation where you’re defining scope with your client who has a set budget and/or a set timeline but also a set “must-have” list that is impossible to deliver for the time and/or money? It sucks, but it happens all the time. That negotiation is always a delicate [...]
Archive | problem solving
Customer Service, eCommerce and Back to the Future
Valerie Maltoni’s Six Ways to Connect with Customers got me thinking: Way back when actual top brands conducted their customer service on a one-on-one basis—you know, tailors, department store employees, etc.—there was something in the idea of knowing your customer. If you were a regular at Hudsons’ flagship department store in Detroit there was likely [...]
