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Culture

Change Management and KCS

November 16, 2021 by David Kay

Twisting Road in Forest

We’ve seen that effective change management is essential for rolling out KCS.  It makes sense. KCS asks leaders to measure and communicate differently.  KCS changes the mechanics of how knowledge […]

Filed Under: Culture

Practical Trust for the Whole Enterprise

December 1, 2020 by David Kay

Service, Success, and Support organizations that have implemented KCS® and Intelligent Swarming have learned something valuable to every department: the power of trust.  We’ve created a short white paper, Practical […]

Filed Under: Culture

Taking A More Positive Approach to KCS

May 22, 2020 by David Kay

Lantern in Darkness

Should we approach KCS in a more positive way?  For me, personally, the answer is yes. Service and support people thrive on finding problems and fixing them.  That’s how we’re […]

Filed Under: Culture, KCS Tagged With: kcs

Keeping Communications Simple and Fun: ANCILE Does It Right

November 2, 2015 by David Kay

I always love it when our clients share some of the great ways they communicate with their teams about KCS, and I love it even more when they give me […]

Filed Under: Culture, KCS

Transparency: A Personal Reflection

July 17, 2015 by David Kay

…last weekend I had an experience that helped me understand how transparency improves the customer experience and loyalty.

Filed Under: Culture, Customer Experience

KCS: Prove Real Value, Real Quick

August 14, 2014 by Jennifer Crippen

The Leap of Faith Many organizations struggle with the ability to implement quickly and successfully, and to deliver benefit. We helped one customer demonstrate KCS success quickly, proving value and […]

Filed Under: Coaching, Culture, KCS

Creating Customer Empathy in Executives

May 16, 2014 by David Kay

An executive at a software company was talking with me recently about the challenge of creating a customer-centric culture.  His company, like many, was built on a foundation of technical […]

Filed Under: Culture, Voice of the Customer

Technology Should Enable, Not Enforce

April 15, 2014 by David Kay

We spend a lot of time—an inordinate amount of time—talking with people about how to lock down permissions inside of knowledge management tools.  How to make sure Contributors can’t publish.  […]

Filed Under: Culture, Rants, Technology

The Disconnect (Video)

February 11, 2014 by David Kay

Happy 2014!  It has been a very long time since we posted here, and I feel a little guilty because we have quite a few new subscribers.  Instead of blogging, […]

Filed Under: Announcements, Culture, Customer Experience, KCS, Resources, Video

Lowering the Cost of Failure

December 4, 2013 by David Kay

Yesterday, as I was driving near DB Kay & Associates “World Headquarters” in Santa Cruz, I noticed a home-painted smart car.  I wasn’t quick enough with my camera to take […]

Filed Under: Culture, Measures

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