Monthly Archives: April 2008

Thinking like a customer is in fashion again

The be great at marketing, you must learn to think like a customer. Great companies excel at this skill. One of the examples I have used in my books and papers is the Proctor and Gamble of old. Proctor and … Continue reading

Posted in Innovation, market research, Marketing | Tagged | Leave a comment

Is It Safe To Fly?

Since I fly a lot, people have asked me a bunch of questions about the current American Airlines maintenance debacle. Questions have ranged from “do you feel safe flying” to “how can they do this to their customers.” As you … Continue reading

Posted in airlines, customer satisfaction, customer service | Tagged , , , , | Leave a comment

It’s not about the people, it’s about the process

As we teach in our Lean Marketing Workshops, lack of results is usually a failure of process not people. Deming reported that fact many years ago. We have been reading Hard Facts, Dangerous Half-Truths, & Total Nonsense and found the … Continue reading

Posted in Automobile Industry, process management, Uncategorized | Tagged , , | 4 Comments