Customer Entanglement

I'm multi-tasking in a fascinating client discovery meeting right now.  This client has an existing Web site, actually the client is a healthcare system with multiple and diverse business operations and disparate Web properties (mini sites).  A year ago, we met their immediate need by helping them migrate from their old site vendor before their contract expired and their site went "poof!" Since the launch, the system has slowly undergone a fundamental shift of monumental proportions.  Starting...

If you’ve ever read the great book Fierce Conversations by Susan Scott, you know that she asserts people are smart. No, really, they are. Or maybe just intuitive. They know by the second time the office manager compliments them on their outfit that it’s really an opener to that tedious print/collate/bind/ship project, 50 sets please. They also know that “opportunity area” is a high-falutin euphemism for what amounts to a C- on your annual report card. So by now, after a few decades...