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Rakontu, open-source story-sharing software, is here
If you’ve read this blog regularly, you may have encountered me discussing how nice it would be to gather stories from front-line personnel and share them with the rest of the company, or to have a...
View ArticleHow B2B customers talk
Some years ago, our company supplied billing services for a mid-sized telecom provider. It was old technology, and we were very interested in migrating them over to a new platform we’d just begun to...
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Farmers’ market secret ingredient – community
I did a project last year with the Broad Street Market, a farmers’ market here in Harrisburg. (Disclosure: I am on the Market’s board of directors.) We were trying to establish some parameters for a...
View ArticleMarketing messages are simply another bee in the hive
Cynthia Kurtz starts off a recent blog post with a provocative statement: “Telling a story is not always the best way to tell a story.” She continues: There are no green fields in the land of stories;...
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The tyranny of the dashboard
I frankly am beginning to feel that I’m shouting into a void here. Companies are spending more time and money equipping the CEO and team with information, while starving the thousands of ground-level...
View ArticleScott Berkun reminds us of the value of learning from mistakes
You may remember my project The Mistake Bank. It’s on hiatus now (isn’t that what broken-up bands say?), and someday soon I’ll be putting up a post on what I learned from that project. (Thanking...
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Lessons Learned from the Mistake Bank
I haven’t written much about The Mistake Bank in a little while, and I’ve put the project on hiatus. But Cynthia Kurtz convinced me that it would be good before stepping away from the project to...
View ArticleThe graph is nice, but what are you hearing?
I’ve been working with a client company and looking deeply into their customer calls to find patterns around why people call, how CSRs handle calls, and what issues customers are having with the...
View ArticleMistake Bank Podcast #4 – Donald McFadden on Due Diligence in a Real-Estate...
Continuing our look at successful entrepreneurs and the mistakes that shaped their careers. This video was part of the Mistake Bank Ning site, and I was reminded of it as we toured the city of...
View ArticleStories of innovation success can mislead
I posted on this cool promo for the new Steven Johnson book (”Where Good Ideas Come From: The Natural History of Innovation“) the other day, but now I wanted to reflect on one of the points Steven...
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