What every CEO must know about disruption
The first thing to remember about disruption is that it's a two-way street. Either you are the disrupter, or you are being disrupted. This means I mean that if you aren't…
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Customer service basics can make all the difference (part 2)
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common theme emerging in both those…
Customer service basics can make all the difference (part 1)
In focusing on customer experience, CX professionals can be guilty of forgetting that very often it's the basics of customer service that can make the difference between customer loyalty and…
How local companies are helping make Asheville the healthiest city in the USA
Have you heard of Asheville? Not too many on the European side of the Atlantic have. It is a relatively small city of less than 90,000 people, nestling between the…
Drink Chocolate Coctail
Drink like a girl? 1.25 billion bottles later…
Thanks to a post on LinkedIn by Tom Goodwin I got a real taste of how innovation happens. In this case the taste is cream, chocolate and more than a…
The case for the government to bail out Carillion
As Carillion went into “apparent” liquidation at the beginning of this week, everyone assumed that Carillion was operating a completely broken business model and the company was a victim of…
Getting to the MEAT of the problem with Carillion
The Carillion business model has always been flawed and the cracks in it have been there for all to see for quite a long time. The share price dropped after…
Is greed still good? Lessons from cryptocurrency trading
“Greed is right, greed works. Greed clarifies, cuts through, and captures the essence of the evolutionary spirit.” Doesn’t it? It's 30 years since Michael Douglas uttered those famous words in…
What does “smart cities” really mean for “customers”?
What does “smart cities” really mean for “customers”? Does it have any impact on their daily lives, do they have any say in its direction, does the term even mean…
Tiny bookshop in a tiny town now branching into Asia
Thinking differently is within all of us By rights Wigtown should barely exist. It’s a tiny little town of barely 1,000 people in the west of Scotland. The original main…