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...
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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...
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...
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...
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,...
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...
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...