Salvador Acevedo // Connecting with customers through their cultural identity While there has been much talk about the demographic...

Steve Diller // Over the last few years Customer Centered Design has been popularized (to some extent) in the business community. But...

Steve Diller // As discussed in earlier posts, we have several choices of relationship types we could develop with customers – top-down,...

Steve Diller // In the last blog, I discussed four different types of relationships companies build with their customers: top-down,...

Steve Diller // A businessperson focusing on customers can be forgiven for thinking that "experiences" are what matter most. And for good...

Steve Diller // Sitting here in downtown San Francisco, we’re all swimming in a never-ending stream of tech innovations disgorged from...

"We have a strategic plan. It's called doing things." These are the words of Herb Kelleher, Co-founder, Chairman Emeritus, and former CEO...

In 1987, Paul O'Neill became the CEO of Alcoa, the aluminum company. At his first meeting with shareholders, who were eager to hear how...