In the classic marketing book “Positioning” by Al Ries and Jack Trout, the authors tell a story about how the Michelin Guide I talked about last time almost ...

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 telling the truth, ...

The "Shinkansen" bullet trains in Japan have reversible seats. Every time a train reaches its final destination, a team of cleaners move in to swivel them ar...

The Lufthansa Business lounge at Düsseldorf airport during the evening rush hour is always packed. Finding a seat is often a challenge, it's noisy, messy, an...

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. I often talk about h...

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 Munich, so I decide...

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