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Oh f***!

“Our United Customer Commitment: We are committed to providing a level of service to our customers that makes us a leader in the airline industry. We understand that to do this we need to have a product we are proud of and employees who like coming to work every day. …

The Law of Unintended Consequences

The Law of Unintended Consequences

People being people, perverse results can often happen as people tend to use situations for their own benefit. Or you can consider it an opportunity for innovation.

Appetite for Destruction

Appetite for Destruction

Things have gotten too complicated. Everywhere around us, instead of working with what is already there, we add layers of rules / regulations / processes / functions and make things harder to understand and use. It’s time to introduce the Chief Destruction Officer.

All you need is innovation + marketing

All you need is innovation + marketing

Peter Drucker said, “Because the purpose of business is to create a customer, the business enterprise has two – and only two – basic functions: marketing and innovation. Marketing and innovation produce results; all the rest are costs.”

Customer journey maps. Why, what, how and when.

Customer journey maps. Why, what, how and when.

Doing “customer journey mapping” is the new, cool thing to do. Companies are tweeting and Facebook posting pictures of groups of people working with post-its by a whiteboard. So the big question is, does it work? Is it time well spent? Or is it just a fashionable trend that will blow over in year?

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