Tag Archives: Adaptive Path

HBR: The Truth About the Customer Experience

Harvard Business Review, September 2013

Harvard Business Review, September 2013

The September 2013 issue of Harvard Business Review features four articles on women in leadership, which will be of interest to many people who work at historic sites and museums.  The first is on the subtle gender bias that obstructs women’s access to leadership in even the most well-meaning organizations (and how to correct the problem), the second article describes companies who have successfully incorporated inclusivity, and the third reveals the way women make buying decisions differently in a business-to-business (B2B) setting from men.  The fourth article is a roundup of recent research on women in the workplace, such as women receive less criticism but also less challenging assignments.  Of course, the museum and historic site field is dominated by women, so I wonder what these statistics would look like for us.

There’s also a good article on “customer journey mapping.”  It’s a relatively new method of studying a customer’s buying experience by identifying all the places that a company interacts with a customer and evaluating each of these “touchpoints.”   By mapping the customer’s journey to buy a product from their initial search for information to its delivery and installation, a company can better understand the Continue reading