Hamish Mackenzie2 minComplaining is not competingIn the classic marketing book “Positioning” by Al Ries and Jack Trout, the authors tell a story about how the Michelin Guide I talked abo...
Hamish Mackenzie1 minWhat'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...
Hamish Mackenzie1 minLittle differences. The "Shinkansen" bullet trains in Japan have reversible seats. Every time a train reaches its final destination, a team of cleaners move ...
Hamish Mackenzie1 minUnderwhelmingThe Lufthansa Business lounge at Düsseldorf airport during the evening rush hour is always packed. Finding a seat is often a challenge, i...
Hamish Mackenzie2 minMaking 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 Mackenzie2 minWhere 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...
Hamish Mackenzie1 minService 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 ...
