A lady in America lost her father to cancer. His old telephone supplier are chasing her for the £300 he owes them (since he died), despite the fact that she has no legal obligation to pay. She is, understandably, a tad upset. Innovative things that they could have done instead: Apologised profusely and cancelled the […]
Salty Coffee
I worked for a coffee shop. It was great, we only had one problem; occasionally there was a bit of a mix up at the serving hatch. The salt and sugar were in similar containers. Sometimes we put a pinch or two of salt in our customer’s coffee, not very often, and then just a […]
Why did Amazon Create the Kindle?
I have wondered why Amazon push the Kindle, after all they are a book seller, not a technology manufacturer. Then the penny dropped. Amazon want to be “the most consumer centric organisation in the world“. Historically if I wanted a book, I had to go to a book store and order it, and (if it […]
Five Steps to Untold Wealth, What is Stopping You?
All commerce runs on the same principle, the exchange of value: You give customers what they want Customers give you money For the bit “giving customers what they want” Service Untitled have published a simple 5 point plan: Identify who your customers are. Find out what they want. Design sales and service processes around these […]
Service, the Devil is in the Detail
The Pareto principle or 80:20 law tells us to focus on the big things, the key levers that make the most difference. Don’t sweat the small stuff. But according to Seth Godin, being really slick then it is all about the small stuff, the way the food is presented on the plate or the way […]
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