Exceed cost with value

Here’s a simple test: think about a product or service you’ve recently paid for that has provided a customer / user experience that is better than you expected. How has that made you feel about [...]

Build your audience

One of the biggest differences between a start-up and an established enterprise is the audience they have. Enterprises have customers. Even when creating brand new products and services they are [...]

Embarrassed

Reid Hoffman, the founder of LinkedIn, once said if you’re not embarrassed by your idea when you launched it, then you’ve launched it too late. He has since qualified this by saying that he isn’t [...]

Surviving

“Look, don’t see, listen, don’t hear. The more you engage, the longer you survive.” – Jack Reacher So, creating new, amazing products and experiences isn’t the same as being an action adventure, [...]

Avoiding irrelevance

“For anyone in business, the rapid cycling of their valued products into generic stuff is a dark and constant fear.” – Kevin Roberts One of the reasons why many firms are shifting from a [...]

What is digital?

The debate continues: what is digital? It’s one that I’ve come across many times over the last few years. Recently I came across two definitions that resonated with the work we typically do at [...]

What is value?

What is value? This is probably the question asked most often. It’s both a little strange and rather comforting to think that most of the companies we work with have such trouble defining value. [...]

More telling vs selling

If you’ve read The Challenger Sale then you’re familiar with the book’s main premise; educating, challenging and consulting with your customer has greater benefits than selling them something. [...]

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 [...]