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Warehouse worker using warehouse management systems to scan and organize inventoryA new era of buyers has arrived, and they are focused on the customer experience. It’s not enough to simply deliver a product into a buyer’s hands. No matter the industry, today’s savvy consumers expect a seamless, superior experience that delivers on a company’s brand promise. They want faster service, higher value, and 100% fulfillment. They want to feel good during the buying process. And they want this across all channels wherever they touch the brand.

 

With that in mind, everything a company does from its messaging to the sales process to what occurs after the sale is part of the customer experience. If a company has deficiencies in any area, it could result in a customer having unmet expectations and a poor experience. If they are left unsatisfied, the company – and brand – could suffer detrimental effects.


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Previously in this series I wrote that the principles of agile software development are more important than the development process (see Agile Software Development: It’s not a process). Consequently there isn’t just one correct way to do software development – the approach must be based on a careful examination of the needs of each project.


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