Diane Pierson
GrandPad CEO Scott Lien Interactive Product Webinar: January 26th 1pm ET!
GrandPad: the Blueprint of Innovation on Purpose If you read my blog on the GrandPad, you remember what a terrific example it is of using...
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Diane Pierson
- Dec 29, 2022
- 3 min
A Service Failure Misteak
Service failures don't have to lose you customers, but this week I lay out in painful detail a relationship-killing service failure.
Diane Pierson
- Dec 22, 2022
- 2 min
How to Retain Customers After a Service Failure: Minted Mints a New Fan in Spite of Late Delivery
Minted mints a new fan by handling a service failure well. What can B2B tech businesses learn from it?
Diane Pierson
- Dec 14, 2022
- 3 min
Black Swan Series: Why Preparing for Future Black Swans Helps You Grow Today
When I first presented on the topic of battling Black Swans, a member of the audience asked, "if Black Swans are unknowable beforehand,...
Diane Pierson
- Dec 7, 2022
- 3 min
Black Swan Series: Getting Market Input During the Crisis
The Black Swan has landed. Nobody expected it, but your customers are pushing aside business-as-usual activities to deal with it. They're...
Diane Pierson
- Nov 29, 2022
- 2 min
Black Swan Series: Finding Opportunity in Black Swan Disasters
Third in the Black Swan Series: Black Swans are, by definition, unimaginable before they occur. They impact your business in complex,...
Diane Pierson
- Nov 3, 2022
- 2 min
Four Ways to Avoid Failure to Scale
If innovation that fails to scale is “the proliferation of a thousand tiny flowers that don’t grow bigger over time,” how can you break...
Diane Pierson
- Oct 27, 2022
- 2 min
Three Reasons We Fail to Scale
Moving from Innovation to Scale has confounded tech businesses forever. Why do we fail to scale?
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