187: Jon Picoult, Why customer experience matters
The Strategy Skills Podcast: Strategy | Leadership | Critical Thinking | Problem-Solving
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How to Handle This in Management Consulting?
A key way to a handlethis in management consulting is to make sure that you are very clearly setting expectations for people up front about how the engagement is going to unfold. One area where there's an opportunity to preempt unnecessary, avoidable questions is with clients who just don't understand their project status. I think that if you do a good job laying out expectations forPeople up front and keeping them extremely well informed through every step in the consulting engagement, i think that helps avoid unnecessary inquiries. It also, it hits on a lot of cylinders. Because, let's go back to the emotion discussion we had, think of the emotion that that gives people. It creates confidence and certainty, which makes
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