Patricia O’Connell is president of Aerten Consulting, a New York City–based firm that works with companies to devise content strategies and develop thought leadership for top management.
All articles by Patricia O’Connell
Why you should apply design thinking to the employee experienceNovember 10, 2020 COVID-19 has forced changes in the way people work — and created a once-in-a-generation opportunity to increase engagement and productivity.
Forget about the “new normal”: Design something differentSeptember 14, 2020 Five principles of service design, adapted for the COVID-19 era.
What COVID-19 is revealing about your customers and employeesJune 29, 2020 Don’t let what you’re learning go to waste — capture it for post-crisis strategy and growth.
It’s time to stop calling every firm that uses technology a tech companyMarch 5, 2020 Defining a company begins by looking at what it produces and sells, not at what enables it to do so.
Niche work if you can get itNovember 11, 2019 Understanding how specialist companies succeed can help all leaders learn ways to stick to their strategies.
The power of price pointsOctober 17, 2018 Customer segmentation is not just a revenue tool, but also a way to achieve excellence in execution.
The legacy of IKEA founder Ingvar KampradFebruary 12, 2018 He understood that everything a company sells — and everything its customers do — should contribute to the experience.
Happy 50th Birthday, ATMJune 27, 2017 Banking’s greatest technological innovation offers timeless lessons in improving customer experience.
How Howard Schultz’s Angel Poised Starbucks for SuccessJanuary 10, 2017 Few have resolved the tension between identity and growth as masterfully as the coffee chain’s CEO.
The art of customer delightNovember 1, 2016 The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model.
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