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How to think harder about serving customers
This article was bookmarked by me weeks ago, and today I re-read it and decided to discuss it here, then I read a few of the comments and my head started to spin. J.P., who is one of the biggest forces for innovation in telecom, touches so MANY vital issues. And, most importantly, he doesn't deliver…
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Hotels sponsoring music performances
Sponsoring performances is old hat, but hotels actually hosting performances and events around entertainers, especially local ones, offers many opportunities for innovation. Examples from Renaissance Hotels are here, but wouldn't this be really easy for any hotel to copy? The hotel may want to hook up with a good local music promoter, and availability of performance…
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More understanding leads to less advertising
The availability of information is changing the way people buy, and the most important change is in the evaluation stage. Instead of considering a few brands, comparing and selecting, people now scan a much broader horizon after they develop a purchase interest. If an iPhone sparks my interest, I won't just look at its direct…
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How to avoid customers that are too small
When deciding whether or not to work with someone, you must pay close attention to the context of their questions. Some people want to learn, and some people just really don't. For those of us who love to learn, it's mysterious but a very, very real concern. If your prospect doesn't understand what you do…
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Re-balancing my time and interests
Among the many ways I'm trying to reconfigure my life, establish new routines, and open myself up to new experiences, I'm going to be blogging more often, with less focus. Clarity is very important to me, but my life had become too fragmented. Trying to keep things separated has become a big disadvantage. So you'll…
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Innovation requires the right environment
In order to innovate, you must supply yourself with the right environment. Harvard Business School professor Teresa Amabile (author of Creativity in Context) identifies three ingredients: 1) the company of adventurous, thinking people, 2) a mission about which you're passionate, and 3) an environment that promotes learning and innovation more than efficiency and production. Few businesses can supply these ingredients,…
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How to turn customer service into a marketing campaign
A growing trend among retailers is to have such fabulous customer service that it becomes a marketing campaign. The secret, I think, is to hire someone of extraordinary insight to run the customer service function. NY Times You're the Boss blog: Seven Steps to Managing your Online Reputation, 2010-Oct-19, Henry Posner, interviewed by David H.…
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Collaborating isn’t easy
My own extremely amateur efforts in this area support this idea entirely. Less, But Better: How we collaborate is more important than who collaborates, 2010-Oct-17, by Ben Malbonnington What the research team found is that the emotional intelligence of the group was as important as its raw cognitive power. And that the better group members perceived each other's…
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Umair Haque: Role of Goverment in Capitalism
Once upon a time, markets "wanted" indentured servitude, debtors prisons, and child labor. But those decisions were unacceptable to society, and so governments took on the challenge of shaping them, reforming markets by preventing them from choosing those options. via blogs.hbr.org
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Twitter and I
Twitter is not a business investment for me, although it can be a valuable ally in business. I use Twitter because I enjoy it. The fact it has some benefits for my enterprises is nice, but not essential. Recently, my joy in Twitter has been diminished by a lack of surprise and challenge in my…
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