Which questions best describe your view of customers?
Superficially, customer insight is "the collection, deployment and interpretation of information that allows a business to acquire, develop and retain their customers." "Superficially?" Yes. The pursuit of customer insight tends to generate a heavy investment in[...]
Three management pretenses to stop today
Once the curtain has been pulled back and we understand that The Wizard is just an ordinary person, the booming voice from the disembodied, intimidating head doesn't work well anymore. There are three management practices that[...]
Not much has changed
Recently, I reconnected with an old friend. A mutual friend had told me of the strife our friend had experienced over the past few years so I sought to look him up and check in.[...]
Stories are difference-makers
"Stories are how we think. They are how we make meaning of life. Call them schemas, scripts, cognitive maps, mental models, metaphors, or narratives. Stories are how we explain how things work, how we make decisions, how[...]
Leaders Align
Some years ago I was returning from Montreal to Atlanta after a consulting project. The airplane had a scheduled stop in Boston. Prior to our landing the pilot informed the passengers of "terrible" crosswinds at[...]
Leaders Improve
Thankfully, the balance of the economy is resting quietly, your customers are comfortable with the level of service and quality that you provide, and your competitors are complacent and content with their share of the[...]