Customer intimacy

It’s likely you’ve read the HBR article from 1993, Customer Intimacy and Other Value Disciplines. If you haven’t, you must. It does a great job outlining the three main tenets of building a great [...]

Incremental planning

Lincoln famously said, “Give me six hours to chop down a tree and I will spend the first four sharpening the axe.” The whole idea of properly planning and preparing isn’t a new concept. We all [...]

Visualizing why

When setting out goals or identifying problems it’s often helpful to get to the root cause of the reasons. The 5 Whys technique is an excellent way that can help teams uncover these underlying [...]

Completely delighted

We often talk about deliberately delighting our customer. I’ve heard some people say in the last year that ‘delighting’ is now an overused term. It’s probably true, as is the case [...]

Boring predictability

“In fiction: we find the predictable boring. In real life: we find the unpredictable terrifying.” ― Mokokoma Mokhonoana Building software, creating products and services and implementing might [...]

Knowing and doing

Someone once wisely said, “it’s not knowing what to do, it’s doing what you know” – this is not only true in the most obvious way, it’s also something that we all struggle with. Practically and [...]