We’ve seen that effective change management is essential for rolling out KCS. It makes sense. KCS asks leaders to measure and communicate differently. KCS changes the mechanics of how knowledge […]
Culture
Practical Trust for the Whole Enterprise
Service, Success, and Support organizations that have implemented KCS® and Intelligent Swarming have learned something valuable to every department: the power of trust. We’ve created a short white paper, Practical […]
Taking A More Positive Approach to KCS
Should we approach KCS in a more positive way? For me, personally, the answer is yes. Service and support people thrive on finding problems and fixing them. That’s how we’re […]
Keeping Communications Simple and Fun: ANCILE Does It Right
I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me […]
Transparency: A Personal Reflection
…last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.
KCS: Prove Real Value, Real Quick
The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and […]
Creating Customer Empathy in Executives
An executive at a software company was talking with me recently about the challenge of creating a customer-centric culture. His company, like many, was built on a foundation of technical […]
Technology Should Enable, Not Enforce
We spend a lot of time—an inordinate amount of time—talking with people about how to lock down permissions inside of knowledge management tools. How to make sure Contributors can’t publish. […]
The Disconnect (Video)
Happy 2014! It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers. Instead of blogging, […]
Lowering the Cost of Failure
Yesterday, as I was driving near DB Kay & Associates “World Headquarters” in Santa Cruz, I noticed a home-painted smart car. I wasn’t quick enough with my camera to take […]
