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...

Many business leaders seem to believe they can’t succeed if they aren’t “changing the game”, “disrupting the market” or “leading the...

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

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

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...

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

The Lufthansa Business lounge at Düsseldorf airport during the evening rush hour is always packed. Finding a seat is often a challenge,...

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....

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...

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