April 22, 2025
Customer satisfaction isn’t magic, it’s a choice that can be explained using two fundamental economic principles. And, while economic principles often feel like abstract theories best left to academics, in reality, they shape the way businesses compete, grow and satisfy their customer base. Two of the most fundamental economic ideas—“rational people think at the margin” ...Read More
#8PL #CustomSoftware #CX #DX
November 19, 2024
As a builder of software tools for over 20 years now, one of the most common questions I get asked is: “How do I decide which features to build into my software and which to leave out?” In one way, the question is very simple to answer: “Build it if you can produce an ROI ...Read More
#8PL #CustomSoftware #MidMarket #Value
October 28, 2024
“Better, faster, cheaper: you must pick two, you can’t have all three.” I remember hearing this in my early days in technology. I heard it from “authorities” in the industry and liked the way it sounded. Why did I like it? Because it gave me an excuse – it let me, and everyone else, off ...Read More
#8PL #CX #DX #MidMarket #TheHelpYouNeed
October 7, 2024
Over the last several weeks, I have offered my thinking on the current state of competition in the global marketplace today – and we are all a part of that marketplace – and the role that digital transformation plays in our competitiveness. For more background, in June, I published my take on Competing in the ...Read More
#8PL #CX #DX #MidMarket #MobileMatters
September 30, 2024
What is digital transformation? As with most concepts, the interpretations we all make will vary based on our background and what we are hearing from various sources. I think the truth is, digital transformation in one company is going to be very different from a digital transformation in company in a different industry. One size ...Read More
#8PL #CX #Digital #DX #MidMarket #MobileMatters
September 23, 2024
Last week we began taking a look at how large global companies are affecting the market for all industries and all segments and how this changes the competitive landscape for all businesses – regardless of size and product mix. To get caught up, you can find that post here. So, what does your digital customer ...Read More
#8PL #CustomSoftware #CX #Digital #MidMarket #MobileMatters
September 16, 2024
I have two very seemingly simple questions that I have titled this post with: Who is your competition and where are they? Seems like there should be an obvious answer. For many of us, there is an obvious answer, but is it a complete answer? Let’s take a look and see where we end up. ...Read More
#8PL #CustomSoftware #CX #Digital #MidMarket
September 9, 2024
In part one of this article, we began our discussion regarding building adoptable software. I claimed that there are biological mechanisms at play that can’t be ignored if you want to successfully launch your application. To get caught up, check it out here. Below are just some approaches you can include in your software development ...Read More
#8PL #CustomSoftware #CX #Digital #DX #FieldNotes
August 23, 2024
Why do businesses build digital tools for their employees, customers, and vendors? This isn’t a trick question. Hint: This is kind of like asking “Who is buried in Grant’s tomb?” Answer: So they will use them. We have just completed a couple of blog posts on how to build the tools for your customers that ...Read More
#8PL #CX #DX #Help #MidMarket
August 12, 2024
Let me state from the start that I am currently a Mac user. I began using Apple products about 20 years ago. It was a slow progression into the Apple domain. It started with an iPod, then an iPhone, an iPad (or 3), and eventually to a MacBook Air, followed by MacBook Pros and now ...Read More
#8PL #CustomSoftware #CX #Digital #MidMarket