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 [...]

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 [...]

People talk

One of my favorite restaurants is Blue Ginger in Boston. Ming Tsai opened this place many years ago and if you live in the Boston area, chances are you’ve been there or know of it. One of the key [...]