Monthly Archives: September 2011

Now what?

The all-knowing, all-seeing Federal Reserve (not Carnac) has advised they expect the U.S. economy to remain essentially flat for several years. Is it ok with you if your company does the same? (Ok, after the downturn of 2009/10, where flat was … Continue reading

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Innovation vs. Creativity

In our work with companies on innovation, we regularly remind them that creativity and innovation are not the same thing. Creativity is about new ideas, innovation is about taking new ideas and DOING something with them. In our experience, most … Continue reading

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Does business suck now? Is it your fault?

I recently wrote about how actions have consequences, and that your present business prospects have much to do with your past actions or lack thereof.  In short: good times always end, and when they do it gets very hard for … Continue reading

Posted in competitive advantage, customer service, recession | Leave a comment

What Not to Wear, or How Not to Process

My wife and I were driving the other day when, out of the blue, she looks over at me and says, “I hate that shirt you’re wearing, it looks terrible on you.”  Suppressing the urge to say, “What do you … Continue reading

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A relatively easy way to gain some customer loyalty

I wrote a couple times (first here) about the wonderful pit bull we adopted in the aftermath of Hurricane Katrina.  He got from Louisiana to Massachusetts in an air conditioned trailer that New Balance provided to transport 40 dogs.  As … Continue reading

Posted in communication, customer loyalty, promotion | Leave a comment

Are you reaping the dismal results that you sowed a couple years earlier?

The story: Labor Day night I placed an online order with L.L. Bean (which went flawlessly).  The next morning I woke up and decided to change the size of the item I had ordered.  Calling into Bean, the person who … Continue reading

Posted in competitive advantage, customer loyalty, customer satisfaction, customer service, process management, retail | Leave a comment

Efficiency vs. Effectiveness

CNN had an interesting article online today, “What’s the quickest way to board a plane?” Given that I fly a lot, I thought I’d give it a read. Turns out an astrophysicist had looked at the problem and found a … Continue reading

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