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    Rotten service.
    Hamish Mackenzie
    • 1 min

    Rotten service.

    I’m pretty sure that, like me, you can probably count the number of products and services that truly surprise and delight you on the...
    Disruptive competence.
    Hamish Mackenzie
    • 1 min

    Disruptive competence.

    Many business leaders seem to believe they can’t succeed if they aren’t “changing the game”, “disrupting the market” or “leading the...
    3 Inexpensive Innovation Ideas
    Hamish Mackenzie
    • 2 min

    3 Inexpensive Innovation Ideas

    Most organizations seem to believe innovation is all about disrupting business models, adding new features to products, or launching a...
    Hamish Mackenzie
    • 2 min

    Complaining is not competing

    In the classic marketing book “Positioning” by Al Ries and Jack Trout, the authors tell a story about how the Michelin Guide I talked...
    What's with the attitude?
    Hamish Mackenzie
    • 1 min

    What's with the attitude?

    Yes, you need to understand your customer. But here’s a news flash: Survey respondents tell lies. Worse still, some of them think they’re...
    Little differences.
    Hamish Mackenzie
    • 1 min

    Little differences.

    The "Shinkansen" bullet trains in Japan have reversible seats. Every time a train reaches its final destination, a team of cleaners move...
    Hamish Mackenzie
    • 1 min

    Underwhelming

    The Lufthansa Business lounge at Düsseldorf airport during the evening rush hour is always packed. Finding a seat is often a challenge,...
    Making a splash.
    Hamish Mackenzie
    • 2 min

    Making a splash.

    If there’s one thing most of the small and medium-sized businesses I work with have in common, it’s this: the struggle to differentiate....
    Hamish Mackenzie
    • 2 min

    Where process gaps create free cappuccinos

    Are your processes losing you revenue? On a recent trip to see a client, I had some time to kill before my flight from Düsseldorf back to...
    Service that sucks.
    Hamish Mackenzie
    • 1 min

    Service that sucks.

    When ordering processes go wrong. I recently experienced the following as a customer: I made an enquiry about a product and was quoted a...

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    Email: info@hamishmackenzie.com

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    info@hamishmackenzie.com

    +49 (0)89 4613 8171

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