Hamish Mackenzie1 minRotten 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...
Hamish Mackenzie1 minDisruptive competence.Many business leaders seem to believe they can’t succeed if they aren’t “changing the game”, “disrupting the market” or “leading the...
Hamish Mackenzie2 min3 Inexpensive Innovation IdeasMost organizations seem to believe innovation is all about disrupting business models, adding new features to products, or launching a...
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...
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,...
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...