For years I’ve loved QuickBooks – a tool that made managing my company’s money remarkably pleasant. I used to rave about it to colleagues. But over the past several product releases I’ve become disenchanted; I think Intuit has lost its way, and has lost sight of whose interest it was pursuing. No longer customer centered [...]
Delivering a great customer experience does not necessarily require any specialized technology – especially for a small business. Sometimes it’s just a question of getting the basics right, and reinforcing core values with your staff. Take high-end restaurants, for example. Clearly these are businesses that need to deliver great dining experiences, on a repeatable basis. [...]