How to Retain Customers After a Service Failure: Minted Mints a New Fan in Spite of Late DeliveryMinted mints a new fan by handling a service failure well. What can B2B tech businesses learn from it?
Black Swan Series: Why Preparing for Future Black Swans Helps You Grow TodayWhen I first presented on the topic of battling Black Swans, a member of the audience asked, "if Black Swans are unknowable beforehand,...
Black Swan Series: Getting Market Input During the CrisisThe Black Swan has landed. Nobody expected it, but your customers are pushing aside business-as-usual activities to deal with it. They're...
Black Swan Series: Finding Opportunity in Black Swan DisastersThird in the Black Swan Series: Black Swans are, by definition, unimaginable before they occur. They impact your business in complex,...