strategy

customer centric, strategy

Customer Service is No Longer Good Enough


Are Customers a Burden to Your Employees?
This is one of my favorite ambiguous quotes from the internet about how businesses deal with customers. Depending on the source, the quote has been attributed to LL Bean, to Mahatma Gandhi or to some guy who wrote a book in the 1950’s…

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culture, high performance, innovation, responsive, strategy

Responsive Innovation


My family can tell you that I consider myself one of the great armchair innovators. Among the many things I believe I invented before they were actually invented is the Keurig coffee dispenser, Netflix (streaming AND original content), and the Amazing Race. The problem I always told myself was that I never had access to the resources required to put my ideas into the market. So when I secured a position managing innovation at a global mega-company, I was excited. Here, I would finally have the opportunity to launch my great ideas, become massively famous, and change the world. Boy, did I have a lot to learn…

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responsive, strategy

Embracing Uncertainty


The world has become VUCA. After the Cold War, the US Military came to something of a revelation. Without a clear power counterbalance from the USSR, the world became a much more challenging place. Suddenly, they were in a situation without a single, clear, predictable enemy but many potential adversaries who were unknown, remote, loosely organized, and hard to detect with diverse, indeterminable motivations. The new challenges ranged from global terrorist organizations to warlords and pirates in Africa to sudden geopolitical shifts such as Arab Spring. The term created for this new reality was VUCA…

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