You would think that it might be reasonable to assume that good companies aspire to provide great customer service, wouldn’t you. Some companies establish customer service as their primary goal. The bigger the company, the more the focus on the customer, in my view. But how much do we, as customers, help them to achieve [...]
Last Thursday I went our for my morning walk with my wife, Robyn. She told me that we had a problem with our washing machine. She thought that the motor had given up the ghost. We have had it for some time so we decided not to bother with calling a repair man and to [...]
Digital technology empowers and it destroys. As the legacy silos entrench themselves and become more polar in their approach the silos start to crumble. It happens in business and more of that later. As is incredibly visible right now, it happens in politics. Sometimes those silos are not really about the leader or the policy [...]
I have been involved in a few start up companies and I have helped quite a few others to get their businesses cranked up, funded, and operational. I have also advised many more that their ideas, their companies – were not ready for prime time. Regardless of whether the ideas are fully formed one thing [...]
What is the biggest brand? There are some big big brands out there. Every year more brands vie for visibility and dominance. The reason is that every brand that gets share of mind – and trust – can generate huge revenues… Let’s think about some of the great trusted brands in the world, and some [...]
Have you noticed that even as we see the power of digitization modifying business and, in my view driving productivity gains into the consumer marketplace, we also see regulation of the worst kind creeping into the system? Lets talk about productivity gains for a minute. The power of the smart phone. New apps are coming [...]
George Zieman has undertaken a long term analysis of music sales and shipments in the US. He sent me a link to a report that he has just posted which you can read the detail of here. George is not just a recent observer of reporting trends on music sales – he has been doing [...]
In Australia we are in the early stages of a federal election. The interesting thing about this election is that it was preceded first by a “palace coup” in which the deputy Prime Minister essentially ousted the existing and elected PM. This took place, it appears, as the result of the party apparatchiks determining that [...]
Podcasts – or more importantly time shifted audio content – are, I believe, one of the great information accelerators of our age. I subscribe to a number of feeds mainly from NPR in the US, the BBC in the UK and the ABC in Australia. I listen to them in the car on my commute [...]
You are an aspiring songwriter, and you get a shot at writing the theme song for a new TV series. It might be successful. It might not. You don’t know, but you do know that the guy who came up with the idea had one of the longest running series in the history of British [...]