Passion is the stuff of entrepreneurs: a clear crisp focus driven by a spiritual energy to do something special for your customer. That something special can be an amazing new product, technology or service. Collective passion, in my mind, is something more special and unique:...
Over 20 years ago, my wife and I decided to have a family. Once I made that commitment, I personally pledged to always make certain that I made time available to spend time with my kids. The only way I knew to do that was...
Almost anyone who has taken a business marketing course has learned about the so-called “Four P’s” of marketing – product, price, promotion, and place. It’s worth another look at the “P’s,” because they can also be used to build your understanding of net customer value...
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...
A quote from my latest keynote at Waubonsee: “When we think about the future, we can’t look at it from the frame of reference of what happened before. What happened before is plagued with slowness and is plagued with shallowness,” Webb said. “The future is fast...
From an innovation standpoint – as well as an overall business excellence point of view – I prefer to view the customer experience as a huge opportunity. An opportunity to innovate, top to bottom, side to side, through the entire experience. An opportunity rising far...
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...
As a management consultant, I can almost walk into a building and look at the physicality of the people that work there – the expressions on their faces – and I can tell you almost instantly what kind of organization they are. In fact, study...
So what happens to corporations when they develop risk management tools that become a global management focus? The important part you should understand is: this is the natural process. I have found that, if you look at organizational life cycles, starting from the startup, or...
