- Será que os estudiosos viajam de autocarro? (Janeiro de 2007)
- Observar é melhor que perguntar (Junho de 2011)
- Get out of the building (Dezembro de 2011)
"After receiving a complaint about terrible food from the wife of a former patient, the managers and CEO of the Ottawa General Hospital spent a week eating hospital food. They hated it as much as the patient did, so they did something about it.E na sua empresa, como é?
This story makes one wonder how many other services might be improved if only the bosses were forced to use them. The tech sector has a term for making its employees use their own products—"eating your own dog food.""
Conseguem experienciar a jornada, os pontos de contacto entre os clientes e a sua empresa?