The state of customer service across most of the economy is dreadful. A recent delightful experience at Patagonia proves that it doesn’t have to be that way.
The sad world of customer service
As I have written about elsewhere, the more automation we introduce into the customer service...
Happy New Year!
Ram Charan and I co-authored an article just out in this month’s Harvard Business Review about how technology is creating the conditions for what we call the “permissionless” corporation. In it, we suggest that corporations organized...
Source: https://www.youtube.com/watch?v=zCXMx7RcZ5I
Agile methods – in which work is done in parallel by cross-functionally staffed teams – has been the subject of a lot of hype. How refreshing, then, to discover examples of firms making it work in real life. One of...
In developing an initial marketing plan, it is crucial not to be confused about what kind of business architecture you are building in order to establish your initial metrics for success. Geoffrey Moore has a great way of capturing this in the distinction between complex systems versus...
Traditional sales organizations used the concept of a sales “funnel” to describe the process through which potential customers move, ending up with sales at the end. Winners today have abandoned that way of thinking in favor of building flywheels – business models in which every...
As Daniel Kahnemann has pointed out to us, while the human brain is a remarkable organ, it also has its limitations. One of these is that it is built to conserve energy. What that in turn means is that we readily engage in fast, linear thinking when the challenges we face are...
