Monthly Archives: October 2010

Do I detect a pattern here?

Last year I posted a story about a You Tube video being used to get an airline’s attention. In that case, United Airlines agreed to work with Dave Carrol’s video as a “training experience” for their employees. Today, CNN reported about Johnnie … Continue reading

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Rethinking your business model

Especially in today’s continuingly chaotic economy it may be time to reconsider your business model. To learn more about how to do that read the article in Chief Executive. Mitch

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Leaving Money on the Table

I was talking with a friend over the weekend. He’s part of a small crew that does warranty work for one of the nation’s largest home builders. They’ve been working on a development in which not one or two, but … Continue reading

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Rebranding works … when it does

Rebranding is a tricky proposition. Too many companies call a brand extension a rebranding, which rarely works because the brand owner wants to keep the old position while staking out a new one too. As Ries and Trout taught us MANY … Continue reading

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Clueless and Lazy

I was reading my friend Eric Chester’s blog today and he had a great post that involved another of my favorite subjects … ice cream. Eric and his wife were on the way in to buy some Cold Stone ice … Continue reading

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Visual indicators of quality

A tenet of process improvement management is to use visual indicators of quality to help people connect. I experienced an excellent example of that today at the bank. To calibrate you, one of the best inventions of the 20th Century … Continue reading

Posted in customer satisfaction, Lean Thinking, process management | Tagged , | 1 Comment