Category: Business

  • Last Full Week in June

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    Brad Heidemann
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    “Efficiency is doing things right; effectiveness is doing the right things.” – Peter Drucker   I saw my doctor this week for my annual checkup. Pleased to say I am in good health with the possible exception that my blood pressure was a bit too high as you could probably imagine, my stress level is likely…

  • Doing Right by the Client

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    Brad Heidemann
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    I keep coming back to this one idea: if we are to be a truly global consulting company supporting the best brands in their customer experience journey, we need to provide a level of service and quality that is unequaled in the industry. The Tahzoo experience should be a fair exchange of value delivered in…

  • Tahzoo’s Customer Experience 

    Tahzoo’s Customer Experience 

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    Brad Heidemann
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    I was listening to an old interview with Steve Jobs today, he was discussing the process of product development and how he’s learned over the years to start with the customer experience in mind rather than the technology. I was again struck by his passion to deliver a phenomenal experience to his customers. I have…

  • Virgin Atlantic Takeaways

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    Brad Heidemann
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    “Love all, trust a few, do wrong to none.” –  William Shakespeare, All’s Well That Ends Well  I had the great pleasure of spending Tuesday afternoon with Richard Branson (Virgin Group) and Kevin Plank (UnderArmor) at a symposium for entrepreneurs in Washington, DC. They spoke at length regarding their strategies, their successes, and, yes, their failures. I had a…

  • The Myth of A/B testing

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    Brad Heidemann
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    “The journey is the reward.” – Peter M. Senge  Let us now praise famous data scientists  Most websites are terrible at selling. As both a customer and as a consultant, I know it. You know it, too. The problem is two-fold. First, insulated by the law of large numbers, online marketers have gotten away with being…

  • The Experience Economy: Part 3

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    Brad Heidemann
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    This concept of the experience economy I have been talking about for the past two weeks is a fundamental shift in the American system of values. People no longer care what goods you have; they care how good you have it. This is not just my speculation. It’s been documented scientifically. There is a large…

  • The Experience Economy: Part 2

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    Brad Heidemann
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    Consumerism is Dead So, I’ve been thinking a lot about this word “experience.” It got me wondering, where does this focus on experience come from? Though it’s clearly been around for a long time, it’s only recently become an object of intense focus. Think back to the era of great American consumerism—the 1950s through the…

  • The Experience Economy: Part 1

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    Brad Heidemann
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    I have long contended that history goes in reverse—that is, time goes backward, not forward. If you want to know what is happening today—or, more importantly, if you want to know why it is happening, you have to look at yesterday and the day before that and so on to truly understand how we got…

  • Why should you care about CX?

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    Brad Heidemann
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    “Don’t ask yourself what the world needs, ask yourself what makes you come alive. And then go do that. Because what the world needs are people who have come alive.”   – Harold Whitman   My speech at the digital summit at Marquette University was very well received for those who followed the event or me on…

  • What is CX?

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    Brad Heidemann
    in

    “Don’t let the fear of losing overtake the joy of winning.” – Urban Meyer  I’ve been preparing for a speech that I am looking forward to giving at the Marquette University Digital Summit next week. I am working closely with John Kottcamp and Andy Myers to crystalize Tahzoo’s position on what we’re are calling the Experience Economy.  Our thesis is that Experiences will be the currency…