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 […]
Investing in Service or Brand?
Vodafone has been named the most valuable British brand in 2010. It spends millions of pounds each year sponsoring events such as London Fashion Weekend…. differentiating itself from its competitors in a commodity market. Do customers care? If you search twitter for “Vodafone” you quickly discover that customers are only worried about two things: The […]
New Here
When somebody new starts working with you, how do they know how to do it right? What is included in their training? Do they have a “buddy”? Are they moved around different jobs? Who says they are competent? Does what you think should happen happen? How do you know? Image by Ed Yourdon
Virtual Control
Eric Whitacre has produced an amazing virtual choir. You can hear their recording of “Lux Aurumque” on the YouTube video below. Eric has never met or practiced with his choir, it contains more than 185 singers from 12 countries. He simply asked them all to download his sheet music and a video of him conducting, […]
Making Your Own Luck
Yesterday I wrote about the horrible consequences of getting things wrong (Somebody Didn’t Care Enough to Be Right). However, there is another side to the coin. On 15th January 2009 at 3:31pm Eastern Standard Time, US Airways Flight 1549 ditched into the Hudson River. All 155 occupants were safely evacuated from the airliner. This video […]