customer experience


In this 8020Info Water Cooler we consider unique aspects of thinking strategically, what the worst bosses do, marketing with email signatures, advance interview questions, ethical boundaries, and a communications checklist for pre-testing your message. Enjoy!

What’s Different About Thinking Strategically?
Dealing with Ethics in the Workplace
Three Things the Worst Bosses Do
Email Signature Essentials
The List: Use Interview Questions in Advance
A Communications Checklist for Your Message
Reading — The Experience Mindset
Reading — Originals: How Non-Conformists Move the World

Vol-23_No-12_Aug-21-2023 Read More »


In this 8020Info Water Cooler we look at strategy “spines”, rethinking for better decisions, leadership peer groups, hybrid work, and a manifesto method to go from aspirational to actionable leadership statements. Enjoy!

Build a Strategy Spine to Counter Skeptics
Create a Leadership Peer Group in 2022
Write A Manifesto To Drive Change
Get Input to Make Hybrid Work
The List: Goals Beyond Project Completion
Pausing to Rethink in 2022
Reading: From Impressed to Obsessed | Think Again

Vol-22_No-01_Jan_3-2022 Read More »


In this 8020Info Water Cooler we look at hybrid approaches to remote and on-site work, changing change management, a model for looking at pain points in customer experiences, focusing on SEO, and the dangers of “drift” in decision-making. Enjoy!

Four Buckets for Hybrid Return to Work
Why Change Management Has to Change
The Best Know the Best
Search Engines Can Power Your Brand
Three Levels of Customer Experience
Are You Drifting?
Reading: Information Graphics | The Heart of Business

Vol-21_No-8_June_07-2021 Read More »


In this 8020Info Water Cooler we look at finding the balance between challenging and supporting your team, the 10 stories leaders tell, a case for consistency, how marketing aligns with sensitivity to time and money, and usability rules to help improve customer interactions. . Enjoy!

The Challenge-Support Ratio
How People Decide To Purchase
Consistently Be Consistent
Tips For Remote Teams
The List: 10 Stories Leaders Tell
Check Your Client Interactions

Vol-19_No-12_Aug_26-2019 Read More »