Your Innovation Team is Bigger Than You ThinkI recently exchanged emails with a newly-promoted Market Strategist about how to Innovate on Purpose. The discussion had to do with...
Marc Benioff Is Right About Unproductive New Hires. Or Is He?Marc Benioff, CEO of Salesforce, caused quite a dustup when he justified layoffs by saying Salesforce was facing productivity issues,...
A Service Failure MisteakService failures don't have to lose you customers, but this week I lay out in painful detail a relationship-killing service failure.
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,...