Service culture in action

In December 2013, a man came to the Clarion Hotel Arlanda Airport in Sweden with a special request. He wanted to know whether he could book a room for two on New Year’s Eve; himself and his dog. His dog had a thing about spending New Year in a hotel with champagne and caviar, and… Read More »

The sad story of a lonely piece of content

“Just because I’m a link, they don’t think of me as content,” said Product Features. “It’s discrimination.” “Yes, it’s total discrimination,” said Pricing. “Here I am in the navigation. If I was in the middle of a sentence, I’d be content, but because I’m in the Navigation, I’m not content. It’s not fair.” “At least… Read More »

We need genuine customer experience metrics

Customer experience is a philosophy and culture that puts the customer first in the belief that the best way to meet organizational objectives is to meet customer objectives. The wrong metrics, the wrong behavior. The right metrics, the right behavior. Many websites measure success based on how many leads the website generates, or how many… Read More »

Men are emotional, women are rational

When confronted by data, our gut instincts, received wisdom, common sense, and stereotypes, are often proven to be wrong. We need to be able to change our opinion based on evidence. I was brought up to believe that women are more emotional and less rational than men. But in a range of behavior data I’ve… Read More »

The caring economy: careers of the present and future

Today, and tomorrow, it pays to care. “Let’s face it, many of the products made today are becoming commodities with the same basic components and performance levels. How different is one bank ATM machine from another? How different is the performance and reliability of one car from another? “How will business differentiate itself in a… Read More »

Young people are skeptical, connected and happy

Viacom surveyed 28,600 young people in 30 major countries. 9% trust religious leaders, down from 42% in 2012, when the survey was last carried out. 2% trust politicians, down from 27% in 2012. Yes, 2%, an astonishing 2%. So that means young people around the world are depressed and cynical? No. 76% describe themselves as… Read More »

The New Zealand All Blacks are the ultimate committee

Since 1905, the New Zealand All Blacks rugby team have won an extraordinary 77% of all the games they’ve played. “Ranked world number one for twice as long as the rest of the world combined, they have only ever been as low as number two,” James Kerr writes for the BBC. Fear of failure used… Read More »

Reward outcomes, not inputs

Traditional pre-digital organizations reward production and a focus on hierarchy. Digital organizations reward consumption, and a focus on the customer and the network. Why? Because digital is a bridge between production and consumption. So much consumption occurs digitally today. Big Data is consumption data. Secondly, digital greatly empowers the consumer with information, tools and networks,… Read More »

The customer centric universe

The Web has helped usher in a shift from an organization-centric universe to a customer-centric one. That’s the single biggest lesson I have learned in more than 20 years of consulting and writing about the Web. Back around 1999, I came up with a title for a talk I was planning. I decided I’d call… Read More »