The topic of organizational culture is extremely prolific now. And for good reasons. Most organizations nowadays have a really bad culture, and it is particularly bad in its ability to foster an innovative environment. But is culture the problem? In my mind, it’s a scapegoat...
With the principles of baseline expectations, the Innovation Cycle, and the Relationship Cloud in mind, I want to introduce another important thought process geared toward really getting at what delivers tangible net customer value. The thought process is based on the idea that net customer...
If you look at the strata, at the very bottom is something I call “criminal.” I call it criminal because criminals take away from us and give nothing in return. Worse, sometimes they take from us and return pain. Recently, I sat down at a...
Picture this: In 1979, chances are you’d be reading your news in a printed newspaper or magazine. Today, you may well be reading your news on your computer, or perhaps your iPhone, Blackberry or iPad. It’s hardly a surprise that the Internet – along with...
So what is customer value? More importantly, what is customer value today? The answer to that question is simple: It is something remarkable. In the old days, you could bring your product to market and “ad spend” your product to prosperity, at least to some...
So how do you develop relationships with your customers – or what I call “conduits of connectivity?” There’s an old management theory which was propagated back in the 1970s called “management by walking about,” or “MBWA.” The idea there was that, as you walked around the...
Picture this: In 1979, chances are you’d be reading your news in a printed newspaper or magazine. Today, you may well be reading your news on your computer, or perhaps your iPhone, Blackberry or iPad. It’s hardly a surprise that the Internet – along with...
