News
We're often asked how the framework of customer jobs-to-be-done fits with the methodology of customer journey mapping. Here's my ... READ MORE »
News
Customer experience workshop catering is not a detail to skip: a full-day workshop runs on brain fuel. To keep participants engaged and ... READ MORE »
News
To be a good workshop facilitator, you do not need customer-facing experience, you need curiosity, diplomacy, and the ability to listen. In ... READ MORE »
News
To avoid over-facilitating a customer workshop, imagine you have T-Rex arms: too short to grab a Sharpie or place a sticky note. The trick ... READ MORE »
News
To keep customer workshops on track, set clear expectations and give attendees a release valve for out-of-scope topics. Tell customers up ... READ MORE »
News
To handle difficult workshop participants without losing the room, use a three-step move: Acknowledge, Capture, Pivot. When a customer ... READ MORE »
News
To recruit customers for research workshops, lead with a real incentive, often a gift card of $250 to $500 for a full day, then screen by ... READ MORE »
News
Broken brand promises do more damage than the fees that break them. When JetBlue added baggage charges and trimmed legroom, the real cost ... READ MORE »
News
Unlocking customer insights in a workshop means letting customers do the talking instead of explaining or contradicting them. When a ... READ MORE »
News
Managing customer expectations is the key to running a co-creation workshop well. When you ask customers for ideas, they'll expect you to ... READ MORE »
